Customer Ratings & Reviews

Hello rogerdparker, We are sorry to hear about your concerns with your Sony wireless in-ear headphones. This is definitely not the customer experience we want you to have. To improve the general performance of your headphones and to resolve any possible software-related issues, please make sure to update their firmware: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads. The updates also include key features, applications, and bug fixes. To further isolate and hopefully the software issues with your unit, you can also reset and initialize the unit:

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

We take all user input seriously and will make sure your comments reach the appropriate person. Should you need further assistance, you can email us at socialsupport@am.sony.com.

Sincerely,
Vincent

Hi Okay, We are regret to hear you are having issues with your Sony wireless in-ear headphones. This is definitely not the customer experience we want you to have. If the size of the earbud tips does not match the size of your ear canals or the headset is not worn properly in your ears, they may fall out easily and you may not obtain proper sound qualities, noise canceling effects, or call performances and other features. Please visit the links below for more details:

- 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

Hi Reviewer,

Thank you for the review. We do apologize for the inconvenience and we understand your concern. 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!

Regards,
David

Hi Great, We regret to hear that your wireless in-ear headphones fall off your ears. This is definitely not the customer experience we want you to have. Please make sure to use the right size of earbud tips according to the size of your ears and wear them correctly to prevent them from falling. 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

Hi Johntc, We regret to hear that the unit had to be returned and we're sorry to hear that you had an issue with the noise canceling function and fit of these headphones. This is usually not the case for our headphones nor the experience we want you to have.
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 the optimal noise canceling effects.

Performing the troubleshooting steps on this link are some of the steps that we recommend in order to maximize the the noise canceling function and sound quality for music and calls.

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

For future reference, we can offer assistance on how to set up or operate the features and functions, and troubleshoot the issue of your Sony product by visiting our Sony Support website to download the help guide and look for additional information about your product. Also, you can reach out to one of our agents through this link: https://us.esupport.sony.com/support/s/service?language=en_US. who would be glad to help. I hope you consider our Sony products in the future. Thank you for sharing your feedback.

Regards,
Sam

Hi rizsam, We regret to hear about what happened with your wireless in-ear headphones. This is definitely not the customer experience we want you to have. Please try to reset and initialize the headset to factory settings to further isolate this issue. Visit the links below for more details:

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

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

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

Name:
Sony website Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Vincent

Hi MarkD, We're sorry to hear that the battery doesn't last 30 minutes. This is definitely not the news and experience we'd like you to have. We'd love to help you troubleshoot your problem and turn your experience around.

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

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

Sincerely,
Erin

Hi 1chain, We regret to hear your wireless in-ear headphones do not hold a charge for long. To isolate this issue, we can reset and initialize them by following the guide from the links below:

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

Make sure they have the latest firmware by performing a sofrware update. Feel free to charge and test them again and verify if it resolves the issue. 

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 Reza,Thanks for sharing your experience. We're sorry to hear that you're having comfort issues with the headphones. These comes in various sizes of earbuds. To keep the headphones from falling out and to make sure they fit comfortably in your ears, please select the earbuds that best fit and wear them correctly for a comfortable listening experience. 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. Regards, -Craig

Hi MoistCircuits,

Thank you for your time to write this review. While we are glad you like the headphones, we're sorry to hear that we were not able to meet your expectations with the sound quality of the headphones and discomforts that you are experiencing while wearing the device. We'd like to help make this a better experience. The WF-1000XM4 comes with different sizes of earbud tips 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. 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.



As far as you experience with the quality of the sound, please use this link as a guide to improve the sound of the headphones. 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 Pearlandtx, Thanks for sharing your experience with us and we're sorry to hear that it isn't a pleasant one. Allow us to help you resolve your concern. Please try to reset and initialize the headset to factory settings to further isolate this issue. Visit the links below for more details:

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

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

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

Name:
Sony website Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
-Craig

Hi Pbeptx,

Thank you for sharing your experience with us. We're sorry to hear the issues that you are having with your Sony unit. We'd like to help make this a better experience. If pairing cannot be done, please try some of these solution on this link to resolve the connection issue:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239172.html

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000238965.html



If your hearing ringing sound every time you wear the headset or voice guidance continuously having issues, you may reset or initialize the earbuds.

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



Should you need further assistance, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:



Regards,

Kris

Hi Josh 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 Peter,

We are really sorry if our WF-1000XM4 didn't fit you well, and that you are not satisfied with its noise canceling function. This is certainly not the experience we were hoping you would have. The WF-1000XM4 features an Ergonomic surface design for a stable fit. 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. For the proper sound quality, noise canceling function, and call sound quality to be effective:
• 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.
• Referring to step 2 of this link https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000237901.html?search=Fit, 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.

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

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:

We value you, and thank you for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi Brent112, we are sorry to hear that the battery of the left and right buds has become shorter. We'd love to help you troubleshoot your problem and turn this into a better experience.

Check the Available operating time in your model's Help Guide for operating times of the headphones on a fully-charged battery. If you enable the following functions, the operating time will be shorter.  https://helpguide.sony.net/mdr/wf1000xm4/v1/en/index.html

Note: The supported functions vary depending on the model.
Equalizer
DSEE Extreme, DSEE HX, DSEE
Note: If you activate the Equalizer and DSEE Extreme (or DSEE HX, DSEE) at the same time, the operating time will be shorter than if you enable only one of the functions.
Speak-to-Chat
Priority on sound mode while using Bluetooth
Voice assistant
Automatic wind noise reduction
Note:
For Truly Wireless headphones: Be sure to store the headphones in the charging case after use. If the headphones are placed in a pocket or bag, they may recognize that they are being worn and turn on by mistake.
For Headband and In-ear headphones: If the headphones are not used for a long time, the rechargeable battery usage hours may be reduced. If this happens, the battery life will improve after recharging several times. To avoid over-discharge, if you store the headphones for a long time, charge the battery once every six months.
Ref: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00271301


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:
Telephone Number:

Sincerely,
Erin

Hi AvgUser, we're glad that you like the overall performance of your headphones. As of the moment, the WF-1000XM4 does currently not support Multi-point Connection. We'll take note of your feedback as we continuously strive to improve our products.

These headphones are designed 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 Reggie, 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 Piedar, Great! 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 Piedar,

We appreciate the 5-star rating and we're glad you're happy 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!

Regards,
David