Customer Ratings & Reviews

Hi dfelix419, Thank you for the feedback on your experience with your new WH1000XM4. We're very happy to hear you love the newest features of your Sony headphones. For future reference, we can offer assistance on how to set up or operate the features and functions of your Sony headphones by visiting our Sony Support website to download the help guide and look for additional information about your product. Also, you can chat with one of our agents who would be glad to help.
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 Corinne,
We're sorry to hear the issue that you are experiencing with your WH1000XM4. Allow us to help and isolate the problem. Please make sure that the software is updated as it includes key features, applications, bug fixes, and feature improvements. Use this headset and the Bluetooth device as near to each other as possible and remove any obstacles between the connecting Bluetooth device and the headset. You may use try some steps on these following links below to troubleshoot Bluetooth connection and sound issues with the headphones:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752747.html
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752813.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com.
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Sincerely,
Kris

Hi billimi2, We are sorry to hear that you are experiencing issues with your WH-1000XM4 headphones. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, please make sure that the headphones has the latest software version installed as this will help improve the overall performance of the WH-1000XM4. To check on the update, please click on this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/software/00261613

May we contact you to help? If so, 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:
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Model Number:
Issue:

Regards,
Carl

Hi Dave, Awesome! We are glad to hear that you are enjoying 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 Lizzett, we are sorry to hear that the WH1000XM4 did not meet all of your expectations when it comes to the sound quality and connecting the headphones to your TV. To pair the WH1000XM4 with your TV, please make sure that the Bluetooth of your TV supports A2DP(Advanced Audio Distribution Profile) If so, please try the steps on our help guide link: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752780.html

Downloading the Headphones Connect app will let you fine tune your music to your preference. In this Application there is an equalizer that can be used to tailor the sound to your liking.

Also, updating the software of the WH-1000XM4 will help improve the overall performance of the headphones (Version 2.5.0) which you can download and update using the Sony Headphones Connect app.

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 Peezy, Thank you for the feedback on your experience with your WH-1000XM4 headphones. Let's try to isolate and resolve the charging issue on your headphones by following the troubleshooting steps on the link below:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752805.html

If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Sam

Hi Musicjoe, While we are glad to hear that you are satisfied with the sound quality of the WH1000XM4, we are sorry to hear that it did not meet all of your expectations. Sony welcomes customer suggestions. 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 so much for your input and for choosing Sony! -Carl

Hi leandro, we are glad to hear that you are happy with your new WH-1000XM4. If you feel that the headphones provided a great experience and sound quality, we kindly encourage you to change your star rating to be more positive.

If you need assistance with your new WH-1000XM4, 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 Logical1,

We regret to hear that you're not having the best experience with these headphones. We would like to know more about what happened and turn your experience around.

May we contact you to help? If so, 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 MrKarma, Thank you for the feedback on your experience with your WH-1000XM4. To obtain optimal listening experience, please fine-tune it using the EQ settings in the Sony Headphones Connect App. For additional troubleshooting steps, please refer to the link below: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752820.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: Sincerely, -Craig

Hi TikiMusic,

Thanks for sharing your review and experience with the WH1000XM4. We're glad that you like the sound quality of the headphones. Your feedback about the design, noise canceling function, and fit of the headphones is greatly appreciated.

For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app). You may also refer to the troubleshooting steps on this link to help improve your experience with the noise canceling function:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752735.html

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

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00015243

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

Regards,
-Ralph

Hi Mike, We are sorry to hear that you are experiencing issues with your WH-1000XM4 headphones. We'd love to troubleshoot the issues and make this a better experience for you. In the meantime, the pausing issue might be related to the Wearing Detection function. This function can malfunction if the proximity sensor inside the left unit housing gets fogged up or has water droplets due to condensation or humidity. Try leaving the proximity sensor part facing up until the moisture disappears. Ensure you do not touch or wipe the sensor to avoid scratches.

If the headphones randomly stop playing sound, it might be a Bluetooth connection issue. Ensure that the headphones are not too far from the connected device and that there are no obstructions or interference from other wireless devices.

If the issues persist, try resetting and reinitializing the headphones. This can often resolve connectivity and functionality problems.

For this, please check on these links to reset and initialize the headphones.

To reset, https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html

To initialize, https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the device and then pair them again.

If the issue still occurs, please contact us for help. Send us an email at socialsupport@am.sony.com using the format below.

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:
Username:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi MandaBear,

We're sorry to hear about your experience with the Sony - WH1000XM4. We want to help improve your noise cancellation and call quality. Please try the following steps:

1- Open the Sony Headphones Connect app and make sure that Adaptive Sound Control is turned off. When it's enabled the noise cancellation function may be reduced.

2- In the app's Ambien Sound Control settings, confirm that Noise Cancelling mode is on.

For more detailed troubleshooting, please check our step-by-step guide here: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752735.html

If the issue continues, don't hesitate to reach out to our technical support team for further assistance: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Your feedback is important, and we appreciate the chance to help make your experience better.

Thank you for considering Sony products!

Regards,
Dominick

Thank you for the fantastic review, AngelaS!

We are so pleased to hear that your WH-1000XM4 is delivering the comfort, sound, and battery life you were looking for. It’s wonderful to know they’ve earned a spot as your new go-to headphones!

Thank you for choosing Sony!

Best regards,

Gus, Sony Social Media Team

Hi maridlc, 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

Hi LGStove, thank you for purchasing our WH1000XM4. While we're glad to hear that this is an okay product, we regret to hear that you think you shouldn’t have purchased it. We'd like to know how we can help you and turn this into a pleasant experience. Please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi CharlieB, We regret to hear you are having an issue with your Sony wireless headphones and we apologize for any inconvenience. This is definitely not the case we want you to have. If the issue occurs when using the supplied headphone cable, please make sure to insert the plug firmly into the input jack: https://www.sony.com/electronics/support/articles/00255932. We also recommend updating the firmware of the headphones to improve their performance and resolve any possible software-related issues: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002929020.html.

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:
Case Number (if available):

Sincerely,
Vincent

Hello Pranay,

We're sorry to hear that. We recommend using the Sony headphone connect app to adjust the sound effects/quality depending on your preference.

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

Also, when playing music, if the headset and the transmitting Bluetooth device are connected via an HFP or HSP Bluetooth connection, switch the Bluetooth connection to A2DP with the connected device.

If you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Regards,
David

Hi MUSIC, We regret to hear that you had an issue with the unit and it had to be returned. We recommend following the troubleshooting steps on this link to resolve the charging issue:



https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752805.html



Should you need any assistance in the future, please contact our product support team through this link: https://us.esupport.sony.com/support/s/service?language=en_US.



Sincerely,

Sam

Hello Varvi,

We do apologize if the headphones won't connect to your device. You may find this link helpful on how to properly pair it via Bluetooth. https://www.sony.com/electronics/support/speakers-wireless-speakers/srs-xb33/articles/00204611?cpint=spt-mdr_triage_00204483_pairing

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

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

Regards,
David