Customer Ratings & Reviews

Hi RandomPerson,

We regret to hear that one earbud is already not working. You may refer to the troubleshooting steps on this link to help resolve the issue:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00265209

These headphones come with a 1-year manufacturer's limited warranty. If still not resolved, please email the below information to socialsupport@am.sony.com.

Full Name:
Best Buy Username:
Telephone Number:
Sony Headphones Model Number:
Issue:
Additional Information regarding your experience with the WF1000XM4.

Sincerely,

-Ralph
Sony Social Support

Hi Blaine,

We regret to hear that you already returned the headphones because the fit and noise canceling function didn't meet your standards. Your feedback is greatly appreciated. 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. These steps might have improved your experience:

-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. Twist the headset unit to fit it snugly into the ear canal, and adjust the positioning of the headset unit until it fits comfortably.

Thanks for sharing your review. We hope you consider Sony in your future purchase.

-Ralph

Hi RobM, We regret to hear that the unit had to be returned. We provide an assortment of earbuds in various sizes to ensure there is a great fit for all ear sizes. Also, for the noise canceling function to be effective, we recommend following the steps and guidelines below:



-Change the earbud tips to ones that fit more snugly in your ears.

-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.



I hope you consider our Sony products in the future. Thank you for sharing your feedback.



Regards,

Sam

Hi MrBoZiffer, thank you for choosing and purchasing our industry-leading noise canceling earbuds. We're sorry to hear that you have an issue with earbuds if your SONY unit. It is recommended to change the earbud tips to ones that fit more snugly in your ears. Please check these links for more details:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241097.html?search=earbud

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239083.html?search=sound%20quality%20

If you require any additional support in regards to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi Waste, thank you for choosing and purchasing our product. We're sorry to hear this. Please let us know more details about the issue on your SONY unit. You can email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi Frenchy, We are sorry to hear that you are experiencing issues with your WF-1000XM4. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, please try troubleshoot the headphones by following our related article link: https://www.sony.com/electronics/support/articles/00229342

May we contact you to help? If so, please send us an email at socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

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

Regards,
Carl

Hi Poorsound, We regret to hear that you are having an issue with the headphones when used during calls. this is definitely not the experience we wanted you to have with our products. We'd love to help you and turn this into a better experience.

The WF-1000X4 has a superior call quality than our previous model. Precise Voice Pickup Technology uses beamforming microphones and a bone-conduction sensor to allow the WF-1000XM4 headphones to pick up your voice clearly and accurately for hands-free calls—at home, in a cafe, or wherever you are.

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.

If you're having an issue while on call, please ensure you have the latest software installed. The software version can be updated using the Headphones Connect App. In addition, restarting or Initializing the headphones are also a recommendation.
Reference: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00264029


I hope this helps but if you still need assistance, do not hesitate to drop us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hello Alec,

Thank you for your review.

We sincerely regret to hear that the supplied earbuds and the noise canceling feature of our WF-1000XM4 did not meet your expectations. This is definitely not the experience we wanted you to have on our premium headphones.

We greatly appreciate your feedback, and we will surely take note of it as we always strive for the best customer experience.

For the noise canceling, the issue you are having can be fixed by following the steps provided on the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00265207

Should you need more technical assistance or information with our product, please feel free to email us at socialsupport@am.sony.com with the below information so we can best assist you:

Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the WF-1000XM4: 

We value you and thank you so much for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi aoggot, while we are glad that you like the sound quality, we regret that the headphones had to be returned. It is unfortunate that we can no longer help you if you've encountered an issue with the XM4.

Your feedback matters to us as it helps us improve our products.

We are sorry for the inconvenience and we hope that you'll consider Sony in your future purchase.


Regards,
Erin

Hi 1234,

We do apologize for the inconvenience. Please be assured we take this feedback very seriously and continuously strive to improve our products. For further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Regards,
David

Hello 60FtPodcast, We are sorry to hear about your feedback. We suggest visit the links below to know more about the features and capabilities of your new Sony wireless in-ear headphones:

https://electronics.sony.com/audio/headphones/truly-wireless/p/wf1000xm4-s
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/index.html

We value your input and appreciate your feedback. Thank you for choosing Sony! Vincent

Hi GordonBombay, We regret to hear about your experience with your Sony wireless in-ear headphones. This is definitely not the customer experience we want you to have. One of the best ways to isolate the issues you are having is by resetting and initializing the unit to factory settings:

- https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html
- https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428697.html

We also recommend updating the firmware of the unit to resolve any possible software-related issues and improve the performance of the unit: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000240507.html

If you are still having the same issues, 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 FredWang. We are sorry to hear about the issue you are having. This is usually not the case for our Noise Canceling Truly Wireless Earbuds nor the experience we want you to have. Allow us to help and turn your experience around.

Please ensure the software is updated. Updating the headphones software to the latest version may resolve the issue. You can update the headphones software by using the Sony | Headphones Connect app.

We also recommend resetting the headphones. Ref: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00264029

If this does not help, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi THod,

We do apologize for the ANC and fit of the earbuds. We provide an assortment of earbuds in various sizes to ensure there is a great fit for all ear sizes and an optimal noise canceling experience.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00262839

Also, Update the software of your headphones via Sony headphone connect app. A firmware update improves the functionality and features of your device. It can provide fixes to any performance issues that may occur.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/software/00263488

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

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

Regards,
David

Hi ChiTown, We are sorry to hear that the noise canceling function doesn't work and constantly making a ping sound. 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. 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 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 Shawn9Richard, We regret to hear about your experience with your in-ear headphones. This is usually not the case with our premium products. When changing the earbud tips, please 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. Make sure you also attached the ear tips correctly. Firmly insert the earbud tip all the way. Do not attach the earbud tip in a loose or skewed manner.

We value your input and appreciate your feedback. Should you need further assistance, 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 there, thank you for your review and feedback.

We are really sorry you are encountering issues with our newest Truly Wireless Noise Canceling Headphones, WF-1000XM4. This is usually not the case and the experience we wanted you to have on our premium headphones.

Some of the problems you've experienced can be fixed by updating the firmware of your headphones to the latest version (Version 1.2.6 - Released 07/26/2021). The software includes key features, applications, bug fixes, and feature improvements. For more information, please visit the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads

For connectivity issues, please refer to the following article to isolate and fix the problem:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239086.html

Note: The WF-1000XM4 does currently not support Multi-point Connection. It can be PAIRED with multiple devices at the same time, but unlike model WH-1000XM4: it cannot be CONNECTED with multiple devices at the same time.

If this does not help, please email us at socialsupport@am.sony.com with the following details so we can better assist you.

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

Sincerely,

Romeo
Sony Social Support

Hi ScottsdaleScottU,
Thank you for reaching out to us. We're sorry to hear some issues that you are encountering with your WF1000XM4 headphones. Allow us to help turn this experience around. Please make sure to wear the headphones properly to prevent it from falling out from your ears and for an optimal noise canceling experience. As a suggestion, try to use the right size earbud tips according to the size of your ears. When wearing them, gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This should give you a firmer hold and better noise canceling experience. You may find these links below helpful on how wear the WF1000XM4 properly and how to fix if the noise canceling effect is weak:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00262839
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00265207

Should you need further assistance, please email the below information to socialsupport@am.sony.com:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

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