Customer Ratings & Reviews

Hi TimS, While we're glad that you like the sound quality, we are sorry to hear that right bud doesn’t hold a charge, heats up in the case and started to disconnect randomly. This is definitely not the experience we'd like you to have. Sony values the opinions of customers and is always striving to provide the best experience possible. That being said, allow us to help and turn this into a better experience.

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:
Issue:
Telephone Number:

Sincerely,
Erin

Hi WalterWhiteDidNotDie, 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

Hello NicholasM, Thanks for sharing your feedback. We are glad that you love your Sony wireless noise canceling in-ear 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 your purchase. Enjoy! Vincent

Hi Pinggp0ngg, thanks for your feedback. While we're glad that you like the sound quality and noise canceling feature, we regret that the design did not meet your expectations and you have to constantly adjust the headphones. If you've tried different ear tips already and the headphones keep falling out, please ensure that you're wearing the headphones properly.

1. Put the headset units into both ears.
2. Adjust the fit of the headset to your ears.
Note: Twist the headset unit to fit it snugly into the ear canal, and adjust the positioning of the headset unit until it fits comfortably.
3. Wait for about 10 seconds for the earbud tip shape to stabilize.

Ear canals vary in size from person to person, and can also vary in size from the left to the right sides. Use the Determines Optimal Earbud Tips function in the Headphones Connect app to check the size of the earbud tips that best fit your ears.

Note: The Determines Optimal Earbud Tips function measures how snug the earbud tips fit in your ears to achieve the optimal noise cancelation effect and sound quality. Select a proper size that feels comfortable when worn before using the earbuds.

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

I hope this helps. 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 gadgeTT, we're glad you like the sound quality and noise canceling feature of our newest industry-leading noise canceling earbuds. We're sorry to hear that you had returned your SONY unit.It is advisable to 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.

This link is helpful when using the Headphone Connect app:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241109.html?search=headphone%20connect

We have our support team that always happy to assist. You may email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

We hope you can consider SONY again. ~Earl

Hi KittChaser,
Thank you for sharing your experience with your new WF1000XM4 headphones. The noise canceling function works primarily on noise in the low frequency band such as vehicles and air conditioning, and is not as effective for higher frequencies, such as human voices. Although noise is reduced, it is not completely canceled. Noise may occur depending on street conditions.

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:

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. Thanks for choosing Sony! - Kris

Hi Chrisg, Thank you for your feedback. We take all user input seriously and will make sure your comments reach the appropriate person. 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. Thank you for choosing Sony! Vincent

Hello SandraD, Sorry to hear about your concern. We take all user input seriously and will make sure your comments reach the appropriate person. Despite your concern, it's nice to know that you still like your new Sony wireless noise canceling in-ear 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 trusting Sony! Vincent

Hi ElizabethR, While we're glad that you like the sound quality, we regret that these headphones aren't comfortable enough. This is definitely not the experience we'd like you to have. Sony values the opinions of customers and is always striving to provide the best experience possible. 

For comfortable listening experience, 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.

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 lizs, we're glad you love the sound quality of our product. We're sorry to hear that you have an issue with the comfort of your SONY unit. Please 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. Please follow this link for more details:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000237901.html?search=wearing

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:

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. Thanks for choosing SONY. ~Earl

Hi Photachyon,

You made the right choice! 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!

-Ralph

Hi daniel, thank you for purchasing the WF1000XM4. 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. These headphones come in various sizes of ear tips. Change the earbud tips to ones that fit more snugly in your ears for comfortable listening experience. Thank you for choosing Sony! Erin

Hi Mike,

We're glad that you like the sound quality, Speak-to-Chat, and noise canceling function of the headphones. Your feedback about the fit is greatly appreciated. Make sure that you are wearing the headphones properly. Put the headset unit with the (left) mark into your left ear and the headset unit with the (right) mark into your right ear. The left unit has a tactile dot. Twist the headset unit to fit it snugly into the ear canal, and adjust the positioning of the headset unit until it fits comfortably. Wait for about 10 seconds for the earbud tip shape to stabilize. Hint: 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. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible.

For more information, please refer to this link:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000237901.html

Hope this improves your 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 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!

-Ralph

Hi Rainer,

We are sorry to hear that you are having a sound quality issue with your Sony wireless in-ear headphones. To isolate and hopefully resolve this issue, you can follow the troubleshooting steps from this link: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239083.html. Despite your concern, it's good to know that you still like them. 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. Should you need further assistance, you can email us at socialsupport@am.sony.com.

Sincerely,
Vincent