Customer Ratings & Reviews

Hi Ihoop40, We're glad that you like the sound quality of your headphones. Usage hours may be different from the time described above depending on the settings of various functions and conditions of use. Ref: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241094.html

We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi Junior, We are glad to hear you are enjoying the sound quality of our industry-leading, noise-canceling Truly Wireless headphones. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi Michael, Awesome! We are glad to hear you are enjoying our industry-leading, noise-canceling Truly Wireless headphones. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi nowandthen, we regret to hear that the noise canceling stops working. This is definitely not the experience we'd like you to have. Allow us to help and turn this into a better experience.

In the meantime, please ensure the software version is updated. Reference: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000240507.html

You may also try following the below steps if the noise canceling effect is not sufficient.
-Make sure that the noise canceling function is turned on.
If the size of the earbud tips does not match the size of your ear canals or the headset is not properly worn on your ears, tap operations or the speech detection of Speak-to-Chat may not be successful, or you may not obtain proper sound qualities, noise canceling effects, or call performances. If any of this is the case, try the following.
- Change the earbud tips to ones that fit more snugly in your ears. When changing the earbud tips, try the earbud tip sizes in order from the larger ones to the smaller ones. The size of the left and right earbud tips may be different. The “Sony | Headphones Connect” app will help you to determine which earbud tips are most suitable for you to achieve the optimal noise cancellation effect.
- Check if the headset is properly worn on your ears. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible.
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions. To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
Resetting and initializing the headphones is also a recommendation. Please refer to this link on how to reset or initialize the WF-1000XM4 earbud headphones.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00264029


I hope this helps. Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:

Name:
Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Erin

Hi Memphisreins,
Thank you for sharing your experience with us. While we are glad you like the Bluetooth connectivity of the earphones, we are sorry to hear that the WF1000XM4 did not live up to your expectations with its comfort and sound quality. We highly value your feedback and we take it seriously. This unit comes with different sizes of earbuds to ensure there is a great fit for all ear sizes and an optimal noise canceling experience. As a suggestion, to reduce discomfort while wearing the headphones and keep it from falling out, try to use the right size according to the size of your ears. The size of the left and right earbud tips may be different. When wearing them, please gently pull on the top of your ear as you twist the earbud into your ear. This should give you a firmer hold. For low sound quality, You may open his link that may help resolve the issue: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239083.html

Should you need further assistance, please email the below information to socialsupport@am.sony.com.

Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

Regards,
Kris

Hi Rufn Great! We're glad that you are enjoying our industry-leading, noise-canceling Truly Wireless headphones. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi Shawhite,

Thank you for the feedback. It is unfortunate that the unit had to be returned. Call quality will depend on signal and with your smartphone. If the size of the earbud tips does not match the size of your ear canals or the headset is not properly worn on your ears, you may not obtain proper sound qualities, noise canceling effects, or call performances. Thank you for sharing your experience and we hope you will consider Sony again in a future purchase.

Regards,
David

Hi Martin, we're glad you had a great experience with your purchase. Everything in the WF-1000XM4 headphones has been designed from the ground up. The new Integrated Processor V1 delivers unmatched performance while using even less power. Adding in drastically enhanced call and sound quality that reduces distortion and enables LDAC code processing and DSEE Extreme, IPX4 water resistance, and up to 24 hours of battery life with wireless charging, ergonomic surface design for a more stable fit, the WF-1000XM4 Truly Wireless Earbuds are unlike any other before them. Thank you for choosing SONY. ~Earl

Hi Angie, We are glad to hear you are enjoying our industry-leading, noise-canceling Truly Wireless headphones. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi sparky, Thank you for purchasing our WF-1000XM4 truly wireless combine industry-leading noise cancellation headphones. While we are glad that you like the noise canceling function, we are sorry to hear that you're unable to use the left earbud by itself. This is definitely not the experience we want you to have. We'd love to help you troubleshoot your problem and turn this into a pleasant experience. You can remove one unit of the headset from the charging case and use the unit by itself. In this case, only the unit that has been removed from the charging case will turn on.



If you are using the WF-1000XM4 without downloading & installing the Headphones Connect App, yet they DO set up/activate Google Assistant: by default the RIGHT headset is assigned Google Assistant hence by design the LEFT side then cannot be used by itself.



Here are additional troubleshooting steps/issues to consider:

Both sides must initially be paired/registered via Bluetooth
If Google Assistant or Amazon Alexa will be used => ensure it is assigned (using HPC) to the side being used
Ensure the customer is aware of the default HPC App settings è ‘Automatic Power Off’ and ‘Pauses when headphones are taken off’ are turned ON.
If removing the Right headset to use the Left headset by itself: if the Right headset touch sensor is inadvertently touched, you’ll need to restart playback on your smartphone.
Reference: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241111.html?search=left


Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:

Name:
Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Erin

Hello Manuelito, That's good to hear. We are happy that you love your new Sony headphones. Everything in the WF-1000XM4 headphones has been designed from the ground up and they have exceptional quality. The new Integrated Processor V1 delivers unmatched performance while using even less power. Adding in drastically enhanced call and sound quality that reduces distortion and enables LDAC code processing and DSEE Extreme, IPX4 water resistance, and up to 24 hours of battery life with wireless charging, ergonomic surface design for a more stable fit, the WF-1000XM4 Truly Wireless Earbuds are unlike any other before them. Thank you for choosing Sony! Vincent

Hello Geniedee, We regret to hear about your experience with your Sony wireless in-ear headphones. If the noise canceling is not sufficient enough for you, we suggest following the guide here to isolate the issue: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239171.html. To personalize these settings and to update the firmware of your unit, please download and install the “Sony | Headphones Connect” app: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241109.html

If you are still having the same issue, you can email us at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Vincent

Hi jenn,

We are glad you like the sound quality of the headphones! We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during a conversation. Plus, you can get an 8-hour long battery with noise canceling, IPX4 water resistance, and easy wireless charging. Thank you for choosing Sony!

Regards,
David

Hi Brad923,

We are really sorry to hear about your experience with the WF-1000XM4. This is certainly not the experience we want you to have. Please allow us to help you and turn this into a better experience.

To eliminate the pinging sound, you should:
1. Turn off Adaptive Sound Control, or 2. Turn off “Notification Tone When Switching”

When the Adaptive Sound Control function is turned on, the headset detects the wearer's actions and adjusts the noise canceling function automatically. When this setting is changed, music may pause momentarily and an alert sound may be heard. This sound notifies you that the setting has been changed. If you want to deactivate this notification sound, use the “Sony | Headphones Connect” app to turn the setting off.

Please refer to the following links for more details:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00229328
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000430930.html

To ensure you get the most out of your WF-1000XM4, we recommend updating its firmware to the latest version. The software includes key features, applications, bug fixes, and feature improvements. It also provides fixes to any performance issues you are encountering. For more information, please visit the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads

Should you need more assistance, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.

Name:
BestBuy Username:
Model Number:
Issue:
Telephone Number:

We value you, and thank you for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi Adacamera,

We regret to hear if you feel the sound is poor when using a Bluetooth connection. Please allow us to help you and turn this into a better experience.

If the size of the earbud tips does not match the size of your ear canals or the headset is not properly worn on your ears, you may not obtain proper sound qualities, noise canceling effects, or call performances.
If any of this is the case, try the following.
- Change the earbud tips to ones that fit more snugly in your ears. When changing the earbud tips, try the earbud tip sizes in order from the larger ones to the smaller ones. The size of the left and right earbud tips may be different.
- Check if the headset is properly worn on your ears. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible.
- Switch the Bluetooth connection to A2DP with the connected device when the headset and the transmitting Bluetooth device are connected via an HFP or HSP Bluetooth connection.
- To get the sound that you prefer, please try the different sound modes found in the Sony Headphones Connect app. There is even an EQ in there—which can be customized to fine-tune your music to your liking.
- Try playing another source on the device. For example, try another music app to see if the issue is with a particular app.

For more details, refer to the link below.
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239083.html

For optimum performance, please make sure that your headphones are running on the latest firmware version. For instructions, please check the link here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads

If the issue is still not resolved, you can email us at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Sincerely,
Jess

Hi mwmcsm, Awesome! We're happy to hear that you like the overall quality of your new headphones. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi Social, Amazing! We're glad that you like the sound quality of your new headphones. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi Daveygoliath, Awesome! We are glad to hear you are enjoying our industry-leading, noise-canceling Truly Wireless headphones. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi Harris, we're glad you like our product. If you are referring to speak-to-chat feature, you can follow this link:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428692.html?search=speak%20to%20chat

Everything in the WF-1000XM4 headphones has been designed from the ground up. The new Integrated Processor V1 delivers unmatched performance while using even less power. Adding in drastically enhanced call and sound quality that reduces distortion and enables LDAC code processing and DSEE Extreme, IPX4 water resistance, and up to 24 hours of battery life with wireless charging, ergonomic surface design for a more stable fit, the WF-1000XM4 Truly Wireless Earbuds are unlike any other before them. Thank you for choosing SONY. ~Earl