Customer Ratings & Reviews

Hi Timkaldy, we thank you for your output and we are sorry if our WF-1000XM4 did not meet your expectations. This is definitely not the impression and experience we'd like you to have with our products. Allow us to help and turn this into a better experience.

You can make few adjustments to your headphones settings to suit your needs through the Sony Headphones Connect app. It has an Equalizer setting which can be customized to fine-tune your music. This will give you more control over your headphones and their performance.



You may also check the Help Guide below to troubleshoot sound related issue.

Reference: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239120.html


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

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Sincerely,
Erin

Hi JetV, We are sorry to hear that the sound quality and noise canceling function did not meet your expectations. This is definitely not the experience we wanted you to have with our products. We'd love to help you troubleshoot your problem and turn your experience around.

You can make few adjustments to your headphones settings to suit your needs. Please ensure you've downloaded the Sony Headphones Connect app. It has an Equalizer setting which can be customized to fine-tune your music. This will give you more control over your headphones and their performance.

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.
Please ensure the headphones software is updated. You can check the software version by launching Sony Headphones Connect app.

Lastly, 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. Ref: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00264029


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

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Sincerely,
Erin

Hi Madray, we regret to hear that the headphones did not meet your expectations and had to be returned. This is definitely not the listening experience nor impression we'd like you to have with our premium headphones. Here at Sony, we always strive to deliver quality products that deliver an amazing customer experience.


You can make few adjustments to your headphones settings to suit your needs through the Sony Headphones Connect app. It has an Equalizer setting which can be customized to fine-tune your music. This will give you more control over your headphones and their performance. Resetting or initializing the headphones is also a recommendation which helps improve call quality.



We hope you'll consider Sony in your future purchases.



Sincerely,
Erin

Hi Cpsss,

Thank you for taking the time to write this review. We're sorry to hear that we were not able to meet your expectation with the price and the discomforts that you are having while wearing the headset. The WF-1000XM4 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, 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 and better noise canceling experience.



Unfortunately, this headset does not support multipoint connection. However, the headset can be paired with multiple devices, but can only play music from 1 paired device at a time.



If you need assistance, please email us with this information below at socialsupport@am.sony.com:



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Regards,

Kris

Hi Bginger, 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. 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. Also, please set the Sound Quality Mode or Bluetooth Connection Quality to Priority on stable connection.

Launch the Sony | Headphones Connect app.
Set the Sound Quality Mode or Bluetooth Connection Quality to Priority on stable connection.

And let's try to further isolate this issue by following the troubleshooting steps on this link:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00232102

If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:

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Sincerely,
Sam

Hi SonyIsBad,
Thank you for sharing your experience with us. We're sorry to hear the issues that you are having with the headset. Please make sure that the software is updated as it includes key features, applications, bug fixes, and feature improvements. You may check this link if you hear noise when doing an exercise: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000430930.html

If the headset is turning on your music and making calls, it is possible that the touch sensor on the headset is accidentally pressed. You may check the function assignments to the touch sensors with the “Sony | Headphones Connect” app. You can also change the function assignments to the touch sensors of both the left and right units using the app.

Resetting or initializing the headset may be performed if the headset is not working properly. For reference: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com.
Name:
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We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Regards,
Kris

Hi SamB, we are sorry to hear you're having an issue with your headphones when used for calls. This is definitely not the experience we'd like you to have. Allow us to help and turn this into a better experience.

To troubleshoot the problem, please follow these steps to troubleshoot this issue when using the WF-1000XM4 earbud headphones:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00265206


We also recommend to make sure the software is updated. You can check the software version using the Headphones Connect app.

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

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

Sincerely,
Erin

Hi Time4, We regret to hear you are having issues with your Sony wireless in-ear headphones. To isolate and hopefully resolve the performance issue, we highly recommend updating the firmware of your in-ear headphones. For more details, please visit this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads.

To be more comfortable wearing your headphones, we suggest using the right size of earbud tips according to the size of your ears and wear them correctly. These will also prevent the unit from falling off. The links below will explain these further:

- https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000237901.html
- https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241097.html

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 Budsss, we regret that the XM4 has low sound. We'd love to help you troubleshoot your problem and turn your experience around.

Please try following the steps below to troubleshoot low sound level: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239120.html

Kindly ensure the software is also updated. You can launch the Headphones Connect app to verify the software.



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:
Username:
Model Number:
Issue:
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Sincerely,
Erin

Hi Garrett,

We are really sorry if our WF-1000XM4 didn't you well and if you are encountering a wind noise issue with these headphones. This is definitely not the news that we would like to hear. Please allow us to help you and turn this into a better experience.

For optimum fit, comfort and to keep the headphones from falling out, we always recommend performing the steps on this link:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00262839

For the wind noise issue, when the Noise Canceling function or Ambient Sound Mode is turned on, the ambient environment may increase the wind noise. If this is the case, please check the following article:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00229342

And lastly, as a general recommendation, if you haven't tried yet, we recommend updating the firmware of your headphones to the latest version. The firmware update improves the functionality and features of the headphones. It also provides fixes to any performance issues that you are encountering.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads

Should you need more assistance/information, please feel free to contact us and we'll be more than happy to assist you. You may send us an email socialsupport@am.sony.com with the following:

Name:
BestBuy Username:
Model Number:
Issue:
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I hope this helps.

Sincerely,

Romeo
Sony Social Support

Hello Yadi,

Thank you for your review.

We are sorry if our WF-1000XM4 did not fit you well. This is usually not the case, and definitely not the experience we wanted you to have on our premium headphones.

Let's try to isolate and fix the problem by following the steps below:

• If you feel earbud tips are difficult to put into your ears, change the size of earbud tips or squeeze earbud tips lightly before wearing the headset.
• 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 cancelation effect.

For more details, check out the following links:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00262839
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000237901.html?search=Fit
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241097.html

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

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

We appreciate you, and thank you for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi ROBSOB, we are sorry to hear about this. This is definitely not the experience we'd like you to have. We'd love to help you and turn your experience around.

The rate of battery consumption may vary between the left and right earbuds depending on the settings of various functions and the conditions of use. This is not a malfunction. Ref: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00266785

If this isn't the case, we also recommend ensuring the software is updated. You can verify the software by launching Sony Headphones Connect app.

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 Julz, We are sorry to hear that the WF-1000XM4 did not meet all of your expectations. We'd love to help out and provide assistance regarding your headphones and make this a better experience for you. May we contact you to help? If so, please email the below information to 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 1hourused,

Thank you for purchasing our industry-leading noise-canceling Truly Wireless headphones.

We are sorry to hear that the headphones keep falling out. This is definitely not the experience we wanted you to have. We'd love to help you troubleshoot your problem and turn this into a better experience.

Different sizes of earbud tips are supplied so that you can achieve the maximum effects of the earbuds. Ear canals vary in size from person to person, and can also vary in size from the left to the right sides. To keep the headphones from falling out, please select the right size earbud tips. We also recommend wearing the earbuds properly.
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 makes sure the earbuds are firmly in the ear canal.

We hope you'll find this helpful. Should you need further assistance, please drop us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi Nateo, we are sorry to hear that the headphones had to be returned due to having an echo in the left bud. This is definitely not the experience we'd like you to have with our products. Your feedback matters to us as it helps us improve our products.

We do have troubleshooting steps that can help fix the issue. For future reference, please check the article below.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00265211

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


Regards,
Erin

Hi Disappointed, we are sorry to hear that the batteries drain within 10 minutes. This is definitely not the experience we'd like you to have. We'd love to know more details from you and help you out.

May we contact you to help and get more information? If, please email us at socialsupport@am.sony.com with the following details:

Name:
Username:
Model Number:
Case number:
Issue:
Telephone Number:

Sincerely,
Erin

Hi Headphonegeek, we appreciate sharing your experience with your WF-1000XM4. While we are glad that you like the sound quality, we regret to hear that it is painful on the ears and had to be returned. This is definitely not the experience we wanted you to have.

The WF-1000XM4 comes in various sizes of earbuds. To keep the headphones from falling out, please select the earbuds that best fit and wear them correctly for a comfortable listening experience.



You may also be experiencing a symptom called listener fatigue. That is where your eardrums work hard to manage the volume that flows through your ear canal. The louder the volume, the bigger the strain on your eardrums, which then causes the feeling of fatigue. Lowering the volume or take a break from wearing them for a while helps fix this issue.

Reference: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-ch500/articles/00015243



You may want to consider checking our other wireless headphones that may suit your needs like the WF-SP800N. These come with a soft-cushioned arc supporter and three-dimensional curved design ensure a secure, comfortable fit. So while you move, your headphones don’t.



We hope you'll consider Sony in your future purchase.

Sincerely,

Erin

Hi Tutti, We regret to hear you are having issues with your new Sony wireless in-ear noise canceling headphones. We highly recommend changing the earbud tips of your in-ear headphones 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. Wearing the headphones the right way will also prevent the units from falling off. For more details, please visit the links below:

-https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241097.html
-https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000237901.html

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