Customer Ratings & Reviews

Hi ManaswiniK,

Thank you for taking the time to review our WF-1000XM5 earbuds. We’re thrilled to hear that you find the product to be overall satisfactory. We recognize how crucial a seamless connectivity experience is, and we appreciate your feedback regarding the connectivity issues you've faced. Our team continually strives to enhance the quality and reliability of our products, and your insights are invaluable to that effort.

For assistance with connectivity issues, please refer to the following article:
https://www.sony.com/electronics/support/articles/00232102

If the problem persists or if you require further information, please email the details below to socialsupport@am.sony.com so we can assist you more effectively.

We apologize if you have already shared some of this information in your review or with customer service; our goal is to ensure we have your accurate details during our communication.

Full Name:
Username:
Telephone Number:
Model Number:
Issue/Concern:

Thank you for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi MusicTeacher, we're glad you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

Hi AlexanderA, thanks for taking the time to share your experience with the Sony - WF1000XM5. We are glad to hear you enjoy them when they're working properly, but we're sorry to learn about the connection issues with your Pixel 9 pro. That definitely sounds frustrating, and we appreciate your patience in troubleshooting. We would like to share some recommendations:
1- Make sure earbuds are up to date. You can check this within the Sound Connect App
2- Always keep the case charged
3- Set the connection to be on "Priority on stable connection" on the Sound Connect App
4- Initialize the headset to restore factory settings, you can check the link below for intructions:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html?search=restore%20
If by doing these steps the issue persists, do not hesitate to reach us at: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for choosing Sony. Regards, -Dominick

Hello Dottie,

Thank you for contacting Sony!

We are delighted to learn that you are enjoying your WF1000XM5! It is truly an honor to hear that it has become your top purchase. Your recommendation holds great significance for us, and your positive experience inspires us to persist in providing high-quality products.

Best regards,
-Fred

Hi ThatguyMo,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like sound quality, noise canceling function, and Bluetooth range of the headphones. Your feedback about its fit is greatly appreciated.

For optimum fit and comfort, make sure that you are wearing the headphones properly. You may find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

Hope this helps. In case you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Ralph

Hello AatifmuhammadA,

Thank you for your fantastic feedback on the WF1000XM5 earphones! We're thrilled to hear that you’re enjoying our state of the art noise cancelation and top of the line design. Your experience motivates us to continue delivering high-quality products. Thank you for choosing Sony!

Best regards,
-Fred

Hi JETLIKNIGHT,
Thank you for your honest feedback! We are pleased to learn you’re giving the WF-1000XM5 a try.

Sometimes, a little adjustment is all it takes to find the perfect fit. We recommend experimenting with the different sizes of ear tips included in the box to help improve comfort and ensure a secure fit.

Thanks for choosing Sony and for your feedback.
Sincerely,
Estefany

Hi JohnnyC,

Amazing! We're glad that you are enjoying the sound quality and comfort of the headphones. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-canceling performance on the market. Noise reduction algorithms developed with AI machine learning suppress ambient noise and ensure the person on the other end of the phone can hear your voice clearly even in noisy situations. For total convenience, the WF-1000XM5 can be paired with two Bluetooth devices simultaneously so, when a call comes in, your headphones can automatically connect to the right one. With an IPX4 water resistance rating, splashes and sweat won’t stop these headphones – so you can keep moving to the music. Thank you for choosing Sony!

-Ralph

Thank you so much for your wonderful review, RoyW! We're thrilled to hear that you're enjoying your WF-1000XM5 earbuds and that they're working well for you. We're glad you love the sound quality and clarity—they're designed with cutting-edge noise cancellation and advanced audio technology to deliver a premium listening experience. If you ever want to explore more features or need support, we're here to help.

Thanks again for being a part of the Sony family and sharing your positive experience!

Best regards,
Gus
Sony Social Media Team

Hi JacobR,

Thanks for commenting! We are extremely pleased to hear your satisfaction with the amazing sound quality and superb noise canceling feature of your WF-1000XM5. We greatly appreciate your input when playing audio with the LDAC codec. For intermittent audio or noise issues with the headphones, we always recommend following our suggested troubleshooting steps on this article:
https://www.sony.com/electronics/support/articles/00232102

The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity.

Thank you very much for the perfect star review and for choosing Sony!

- Romeo

Hi sguo,

Thanks for commenting. We're thrilled to know that you're satisfied with the superb Bluetooth connectivity, very comfortable fit, and long-lasting battery life of your WF1000XM5. We greatly appreciate your input about the sound quality and noise cancellation of these headphones compared to other brands.

For sound quality, to ensure you're getting the best experience, please follow the steps provided on this Help Guide link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956

Also, when you want to prioritize the sound quality, we recommend selecting the “Priority on sound quality” mode from the “Sony | Headphones Connect” app.

Additionally, the following information on this article is important in order to maximize the noise canceling function and sound quality for music and calls.
https://www.sony.com/electronics/support/articles/00262839

I hope this helps. Thank you so much for your purchase and for choosing the best brand, Sony!

Best regards,

Romeo

Hi ParisJ,
Thanks for your honest feedback! It brings us great joy to hear that you're enjoying the sound of your WF-1000XM5, but we’re sorry to hear the battery life is falling short.

To help you get more listening time, we recommend trying these steps:

-Open the Sony | Sound Connect app and ensure your earbuds are running the latest software version.
-Features like DSEE Extreme, Speak-to-Chat, and Voice Assistant (Always-on) use extra power. Try turning these off in the app to see if battery life improves.
-If the drain persists, you can try resetting the earbuds using the instructions on our support page: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

Give those a try!

Thanks for considering Sony and sharing your feedback.
Warm regards,
Estefany

Hi Huhh,

Thanks for your comment. While we are pleased to know that you like our WF-1000XM5, and that you're satisfied with its amazing sound quality and superb companion app (Sony | Headphones Connect app), we are really sorry if the design of the earbuds didn't live up to your expectations and that they had to be returned. Your feedback matters to us as it helps us improve our products. We value you and your input, and we are hoping you will consider Sony again in your future purchase.

Sincerely,

Romeo

That's wonderful, MelissaE! We're glad that you are enjoying your new Sony WF1000XM5 Wireless earbuds. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best truly wireless noise-cancelling performance on the market1. With a specially designed driver unit, for wide frequency production, deep bass and clear vocals, these headphones are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. We also appreciate your comment about the ear tips. Rest assured it won't go unnoticed as it can help us improve in the future. Thanks for choosing Sony! -Craig

Hello JasonM,

Thank you for choosing Sony!

We’re excited to hear that the WF1000XM5 earbuds are performing well for you. We appreciate your observation regarding the compact size of the case and earbuds, and we will be sharing this valuable feedback with our product development team to inform future improvements.

Best regards,
-Fred

Hi Maximus,

Thank you for sharing your experience! We're thrilled you enjoyed the perfect sound quality and noise canceling features of the WF1000XM5 earbuds. We're sorry to hear the fit wasn't ideal for you. Your feedback helps us improve and develop products that cater to everyone’s needs.

If you decide to explore other Sony audio options, feel free to reach out for recommendations!

Thank you for choosing Sony! We hope you find the perfect fit next time! -Maria

Hello JuliaR,

Thank you for your kind feedback regarding the WF-1000XM5 headphones. We're thrilled to hear that you are enjoying the exceptional sound quality! Regarding the concerns about the earbuds occasionally falling out, we recommend referring to the following article on properly wearing the headset to prevent any issues with the tips.
 https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing


If you continue to experience the same issue with the tips, we recommend reaching out to Sony Support for tailored assistance. You can contact them using the link provided here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for choosing Sony.
Best regards,
-Fred

Hi Matt,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the fit of the headphones. Your feedback about the app is also appreciated. Thank you for choosing Sony!

-Ralph