Customer Ratings & Reviews

Hi cmg0123, We are glad that you like the sound quality of 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. To have a more comfortable listening experience, please make sure to use the right size of earbud tips according to the size of your ears and wear them correctly. For more details, check out 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

Thank you for choosing Sony!
Vincent

Hi TABINGAM,

While we are pleased you are satisfied with the exceptional sound quality of our WF-1000XM4, we are so sorry you are encountering an issue with the earbud tips and that it constantly falling out now on your ears. We are also sorry if your earbuds don't seem to turn off completely after placing on the charging case. This is usually not the case, and definitely not the experience we wanted you to have on our premium headphones.

For the earbud tips, these are consumables. If the earbud tips are damaged and need replacing, please contact your nearest Sony dealer or purchase the following:
Small - EP-NI1000 (2)
Medium - EP-NI1000 (2)
Large - EP-NI1000 (2)

You can also obtain replacement accessories from Sony Parts and Accessories website. You may refer to the following link for more details:
https://us.esupport.sony.com/support/s/model-accessories?language=en_US&mdl=WF-1000XM4

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

For your second issue, please follow the steps provided on this link to isolate the problem:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239769.html
Note: You can also turn off the headset with the “Sony | Headphones Connect” app.

If the issue persists, please initialize the headset to restore factory settings and see if it resolves the issue:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428697.html

And as a general recommendation, to get the most out of your WF-1000XM4, we recommend updating its firmware to the latest version (1.3.3). 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

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 value you, and thank you so much for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi Buzzkill38, we're glad you like the sound quality and noise canceling feature of our product. We're sorry to hear that you had returned your SONY unit.

For battery issue which the one earbud drains faster, it is recommended to follow this link:

https://www.sony.com/electronics/support/articles/00284577

You can 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. It is recommended to check this link for more details:

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

We have our Support Team that is always happy to assist. You can email us anytime at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

We hope you consider SONY again. ~Earl

Hi Jamesm, While we're glad that you like the audio quality and noise canceling function, we regret to hear that you're having an issue with the charging case. To further assist you, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi AlDuran89, while we are glad that you like the audio quality and battery life, we regret that the headphones had to be returned. This is definitely not the experience we'd like you to have.

Our WF100XM4 are supplied with different sizes of earbud tips so that you can achieve the maximum effects of the earbuds. In designing these headphones, we also consider the ear canals sizes as it varies from person to person, and can also vary in size from the left to the right sides. To keep the headphones from falling out and for comfortable listening experience, we recommend selecting the right size earbud tips and wearing the earbuds properly.

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.

Your feedback is one of the most important 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 PeetaBread, thank you for the detailed review of your new Sony WF-1000XM4! While we're glad you like the industry-leading noise cancelation, great sound quality, and comfortable fit of the headphones, we regret to hear you're having some call quality issues with the microphone.

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 or call performances with the unit.

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.

Hope this helps!

-Sam

Hi Themanwhospeakstruth, Thanks for sharing your awesome experience. We are happy that your Sony WF-1000XM4 are the best earbuds you have ever owned. 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 DJSu, 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 Lavieestshort, Awesome! We're glad you like the amazing sound quality and ease of use of your new headphones. We provide an assortment of earbuds in various sizes to ensure there is a great fit for all ear sizes. To obtain a comfortable and stable fit, 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.

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

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! -Sam

Hi BradleyG, While we're glad that you like the WF1000XM4, we're sorry to hear that they fall out of the ear when working out. Ear canals vary in size from person to person, and can also vary in size from the left to the right sides. The WF1000XM4 comes with different sizes of earbud tips so that you can achieve the maximum effects of the earbuds. 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.
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 TristonP,
Thank you so much for taking the time out to share your great experience with us! Your kind words encourage us greatly. We're glad to hear you are enjoying the comfortable fit, Sony Headphones | Connect app. easy connection and use with your new 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. Thank you for choosing Sony! - Kris

Hi LaM1,

That's very nice to hear! We're glad that you like the sound quality of the headphones. Everything in the WF-1000XM4 headphones has been designed from the ground up. Like our new Integrated Processor V1. Specially developed by Sony, our new Integrated Processor V1 takes the noise-cancelling performance of our acclaimed QN1e chip and goes even further. Improved noise cancelling performance and Bluetooth “System on Chip” technology delivers the industry’s highest level of noise cancelling yet uses less power. Thank you for choosing Sony!

-David