Customer Ratings & Reviews

Hi Nylia,

Thank you for the review and we're sorry to hear what happened with the headband of the headphones. Unfortunately, due to the current Best Buy phishing protocol for your protection, we cannot provide a direct email or phone number for customer support as of now. Please find Sony Electronics' Support information: Go to our support website > click on “Support” > scroll down click on “Contact Support” > click on "(select your product type)" and from there you'll see different ways to contact us.

Regards,
David

Hi Concernedmusic23, While we are glad to hear that you are experiencing popping noise issues with your WH-1000XM4. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, we recommend updating its firmware to the latest version (v2.0.7). The software includes key features, applications, bug fixes, and feature improvements. For more information, please visit https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads/00017022..



You may also try and initialize the headphones.

To initialize:  https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html



Should you need further assistance, please contact us for help.



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 Usny, You've made an excellent choice! We're very happy to hear these headphones helped you during your flights. Intelligent and intuitive, the WH-1000XM4 headphones offer further improvements to our industry-leading noise cancelation, exceptional sound quality, and smart listening that adjusts to your behavior and your location. Using the Sony Headphones Connect app, Ambient Sound Control lets you adjust the volume of background sound and gives you the option to allow voices alone to be heard. Meanwhile, the Equalizer lets you customize sound levels to suit your music. Thanks for choosing Sony! -Sam

Hi IVAN, thank you for your review.

We are sorry you are encountering an audio issue with our WH-1000XM4 when connected to your Samsung TV.

Some of these issues can be fixed by following the steps provided on this link:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00097458

To ensure you get the most out of your WH-1000XM4, we recommend updating its firmware to the latest version (2.5.0). 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/wh-1000xm4/downloads

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:

Thank you so much for choosing Sony!

Sincerely,

Romeo
Sony Social Support

Hi Vino,

Amazing! We're glad that you are enjoying the sound quality and noise canceling function of the headphones. Intelligent and intuitive, the WH-1000XM4 headphones offer further improvements to our industry-leading noise cancelation, exceptional sound quality, and smart listening that adjusts to your behavior and your location. Using the Sony Headphones Connect app, Ambient Sound Control lets you adjust the volume of background sound and gives you the option to allow voices alone to be heard. Meanwhile, the Equalizer lets you customize sound levels to suit your music. Thanks for choosing Sony!

-Ralph

Hi Girleo, Awesome! We are so glad to hear that you are happy with your new WH-1000XM4 headphones! The WH-1000XM4 is a new design, with intelligent and intuitive Ambient Sound Control features that include improvements to Multipoint connection and our industry-leading Noise Cancelation, exceptional sound quality, and Smart Listening that adjusts to your behavior and location. If you haven't already, please check our Sony Headphones Connect app which will let you fine-tune your music to your liking! Thank you for choosing Sony! -Carl

Hello Butters, We are sorry to hear about your experience with your wireless headphones. To isolate the noise canceling concern with your headphones, please visit this link: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752735.html. Make sure your headphones have the latest firmware by performing a software update: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads. The software update includes key features, applications, bug fixes, and feature improvements.

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 buildapcbear,

We're glad that you like the amazing features of the headphones including the noise canceling function. It's unfortunate that you are not satisfied with the sound quality. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app).

With the equalizer function of the Sony app, you can tailor-fit the sound quality to your needs. For more information, please refer to this link:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752772.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

Sincerely,
-Ralph

Hi ChelseaD,

We're glad that you like the noise canceling function of the headphones. Your feedback about the mic quality is greatly appreciated. For optimum performance, it is recommended to install the latest software version of the headphones. When using a video calling application on a computer, switch the Bluetooth connection to HFP or HSP with the computer. During a video call, sound quality may become low due to the conditions of the communication line. You can also check the settings of the app that you are using for mic sensitivity if available.

Thanks again for sharing your review and we hope you will consider Sony for your future purchases.

-Ralph

Hi SonyMX4,

We regret to hear that you're not having the best experience because of connectivity issues. The range of the Bluetooth connection is approximately 30 feet (10 meters). However, the maximum communication range will vary depending on obstacles (person, metal, wall, etc.) or electromagnetic environment. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance.

You may also refer to the troubleshooting steps on this link to help resolve the issue:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752755.html

Resetting and initializing the headset may also help resolve the issue:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html

In case you need further assistance, please email the below information to [email protected]. 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:
Sony Headphones Model Number:
Additional Information regarding your experience with the WH1000XM4.

We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate you and thanks again for shopping Sony!

Sincerely,

~Ralph
Sony Social Support

Hi JRA35, we appreciate your review of the headphones. Make sure to adjust the headband for maximum comfort. Sony takes all feedback seriously. Rest assured that this will help us improve our products. Thanks for sharing your review and for choosing Sony. ~Ralph

Hi bigdogsbigdinners, We're very grateful for this positive feedback! Good to know you're enjoying the multipoint connection feature of these headphones. The WH-1000XM4 is a new design, with intelligent and intuitive Ambient Sound Control features that include improvements to Multipoint connection and our industry-leading Noise Cancelation, exceptional sound quality, and Smart Listening that adjusts to your behavior and location. Thank you for choosing Sony! -Sam

Hi Kogre93, thank you for your review. While we are glad you are satisfied with the overall performance of our XM4, we are sorry you are encountering an audio issue with the right side of the headphones. If you hear the buzzing noises from your Bluetooth® headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, 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:

Thank you so much for choosing Sony!

Sincerely,

Romeo
Sony Social Support

Hello Shri,

We are sorry to hear what happen with the microphone of the headphones. Follow these steps on the link below to troubleshoot this issue when using your wireless headphones.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00267840

If you need further assistance, we are more than happy to help you out. Please email us at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

Regards,
David

Hi ComputerGeek, Awesome Gift! We are glad to hear that you are happy with your purchase! The WH-1000XM4 is a new design, with intelligent and intuitive Ambient Sound Control features that include improvements to Multipoint connection and our industry-leading Noise Cancelation, exceptional sound quality, and Smart Listening that adjusts to your behavior and location. If you haven't already, please check our Sony Headphones Connect app which will let you fine-tune your music to your liking! Thank you for choosing Sony! -Carl

Hi Ingrid, Awesome Gift! We are glad to hear that you are enjoying your WH-1000XM4's sound quality and noise canceling! The WH-1000XM4 is a new design, with intelligent and intuitive Ambient Sound Control features that include improvements to Multipoint connection and our industry-leading Noise Cancelation, exceptional sound quality, and Smart Listening that adjusts to your behavior and location. If you haven't already, please check our Sony Headphones Connect app which will let you fine-tune your music to your liking! Thank you for choosing Sony! -Carl

Hello ROLANDOC,

Thank you for considering Sony products.

We appreciate you sharing your experience with the WH-1000XM4 headphones. We sincerely apologize for the discomfort you've been feeling. For better comfort, please make sure to wear them with the (left) mark on your left ear and the (right) on your right ear—the left side has a tactile dot to guide proper placement. This helps distribute pressure more evenly and can reduce discomfort.

You can find more detailed instructions here: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002928786.html.

Best regards,
-Fred

Hi Beast,

You made the right choice with the Sony WH1000XM4! Intelligent and intuitive, the WH-1000XM4 headphones offer further improvements to our industry-leading noise cancelation, exceptional sound quality, and smart listening that adjusts to your behavior and your location. Using the Sony Headphones Connect app, Ambient Sound Control lets you adjust the volume of background sound and gives you the option to allow voices alone to be heard. Meanwhile, the Equalizer lets you customize sound levels to suit your music. Thanks for choosing Sony!

-Ralph

Hi FirstLady, Awesome! We are so glad to hear that you are happy with your new WH-1000XM4! The WH-1000XM4 is a new design, with intelligent and intuitive Ambient Sound Control features that include improvements to Multipoint connection and our industry-leading Noise Cancelation, exceptional sound quality, and Smart Listening that adjusts to your behavior and location. If you haven't already, please check our Sony Headphones Connect app which will let you fine-tune your music to your liking! Thank you for choosing Sony! -Carl

Hi CiskaA, Great! We're thrilled to hear you like the premium build quality, updated design, and excellent sound quality of your new Sony WH-1000XM4. Intelligent and intuitive, the WH-1000XM4 headphones offer further improvements to our industry-leading noise cancelation, exceptional sound quality, and smart listening that adjusts to your behavior and your location. Using the Sony Headphones Connect app, Ambient Sound Control lets you adjust the volume of background sound and gives you the option to allow voices alone to be heard. Meanwhile, the Equalizer lets you customize sound levels to suit your music. Thanks for choosing Sony! -Sam