Customer Ratings & Reviews

Hi Superswagg,

We regret to hear that the unit was returned because it didn't perform as expected. Sony takes all feedback seriously. Rest assured that this will help us improve our products. Thanks for sharing your review and we hope you consider Sony in your future purchase.

~Ralph

Hi Oriles, We are sorry to hear that you are experiencing issues with the Bluetooth connection of your WH-1000XM4.

Please try these steps to troubleshoot and isolate the audio drop issue that you are having with the headphones.

Set the headset to “Priority on stable connection” mode. For details, see “About the sound quality mode” using this link: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752802.html

Remove any obstacles between the antenna of the connecting Bluetooth device and the antennas built into the left and right units of the headset. The antenna of each left or right unit of the headset is built into the headphones.

Bluetooth communications may be disabled, or noise or audio dropout may occur under the following conditions.

When there is a human body between the headset and the Bluetooth device
In this case, put the Bluetooth device in the same direction as the antenna of the headset to improve the Bluetooth communications.
When there is an obstacle, such as metal or a wall, between the headset and the Bluetooth device.
In places with wireless LAN, where a microwave oven is used, electromagnetic waves are generated, etc.
Where there are other wireless communication audio devices or other people nearby, such as in train station premises or on a crowded train

For more information, please check our help guide link: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752755.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 Anonymous,

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 Paul, thank you for sharing your experience with the WH1000XM4! We're sorry to hear about the random shut-offs. We understand how frustrating this situation must be for you. We'd like to help you by recommending some troubleshooting steps you can try:
1- Disable the Automatic Power off setting by Opening the Sound Connect app on your smartphone, then go to system > Automatic Power Off > Do not turn off
2- Make sure the firmware is updated, you can also check this on the Sound Connect App
3- Initialize the headphones to restore factory settings, you can check the link below to follow the steps: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
We hope these recommendations help you to resolve the problem, however if the issue persist do not hesitate to email us the information below to socialsupport@am.sony.com so we can better assist you.
Full Name:
Best buy username:
Telephone Number:
Model Number: Issue/Concern:
Thanks for considering Sony products!
Regards,
Dominick

Hi Bulesky,

We regret to hear that it hasn't lived up to your expectations. Make sure to update the software version of the headphones (via the Sony Headphones Connect app) for optimum performance. 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 headphones,

We regret to hear that you're experiencing static noise when using the headphones. You may hear noise (such as a creak, click, or static) through the WH-1000XM3 wireless headphones when traveling through tunnels, or other environments in which air pressure changes easily, even if the noise canceling function is on. If this occurs, temporarily turn off the noise canceling function on the Headphones Connect app.

Note:
This symptom has been confirmed to occur often when traveling through the following places at a fixed speed:

-Places where the tunnel widens.
-Places where the tunnel exits into an area shaped like a ditch.

If you hear buzzing, popping, crackling, or vibration noises from your Bluetooth headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, 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 Arthur,

You made the right choice! 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 CDub,

We regret to hear that it hasn't lived up to your expectations. Sony takes all feedback seriously. Rest assured that this will help us improve the quality and performance of our products. Thanks for sharing your review and for choosing Sony.

~Ralph

Hi desertorange, 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.

When the Equalizer or DSEE Extreme function is used, the available operating time of the headset will be shorter.
If the headset is not used for a long time, the rechargeable battery usage hours may be reduced. However, the battery life will improve after a few recharges. If you will store the headset for a long time, charge the battery once every 6 months to avoid over-discharge.
It is recommended to charge it in a place with an ambient temperature between 15 °C and 35 °C (59 °F - 95 °F). Efficient charging may not be possible beyond this range. If the problem persists, consult your nearest Sony dealer.
If the usage hours of the built-in rechargeable battery decrease significantly, the battery should be replaced. Consult your nearest Sony dealer to replace the rechargeable battery.

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:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi MeganH, Awesome! We are so 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 Henry, Thank you for the feedback on your experience with your WH-1000XM4. We're glad you like your new Sony WH-1000XM4 headphones. We also appreciate your feedback about the sound quality. To ensure optimal listening experience, 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

At Sony, we are always looking to improve our product quality and features. We have noted your input about the length of the audio cable and will be sure to forward this feedback to the appropriate department.

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 Kickflipnick, Thank you for the amazing review! We're thrilled to hear you love your new Sony WH-1000XM4 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! -Sam

Hi Edward,

Thanks for sharing your review and experience with the WH1000XM4. We understand where you are coming from. Your feedback is also greatly appreciated. For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app). You can also use the app's equalizer function to tailor-fit the sound quality to your needs. Help guides are also available on our support website. You may find this link helpful:

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

In case you need further assistance, please email the below information to socialsupport@am.sony.com.

Full Name:
Best Buy Username:
Telephone Number:
Sony Headphones Model Number:
Issue:
Additional Information regarding your experience with your WH1000XM4.

Sincerely,

-Ralph
Sony Social Support

Hi jmather, Thank you for choosing Sony. We are sorry to hear that you are experiencing difficulties trying to pair your WH-1000XM4 to your computer. We'd love to help out and troubleshoot the issue that you are having and make this a better experience for you. In the meantime, please follow our help guide link on how to pair the headphones to your computer.
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752744.html

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:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi kaytu10,

We regret to hear that you are not having a great experience with the headphones. Voice guidance and notifications can be disabled through the Sony Headphones Connect app. However, some important notifications and guidance will not be disabled even if the setting is set to off. Please refer to these links for more information:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752742.html
https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0002935906.html

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

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

Hope this helps. In case you need further assistance, please email the below information to socialsupport@am.sony.com.

Full Name:
Best Buy Username:
Telephone Number:
Sony Headphones Model Number:
Additional Information regarding your experience with the WH1000XM4.

Sincerely,

-Ralph
Sony Social Support

Hi Emmerson, We are sorry to hear that the headphones did not meet your expectations. You may have been using the headphones for too long please try to limit your headphone usage. If the headphones feel uncomfortable you may use the headphone strap to adjust the headphones to get a better headphones position that will provide more comfort.

Regards,
Carl

Hi Amped,

We do apologize for the inconveience. The firmware update improves the functionality and features of your headphones. It can provide fixes to any performance issues that may occur. 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 Boombox, 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 ClaudeC, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue using the headphones with your receiver. We'd like to review your file so we can best assist you. Please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number: Case Number:

~Earl

Hi Sonyspain,

We're glad that you like the sound quality of the headphones. It's unfortunate that you had to return the headphones because of their fit and comfort. Adjusting the headband is recommended to achieve the best comfort and fit. You might have experienced 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. It's recommended to lower the volume or take a break from wearing them for a while. The longer you wear headphones, the more your ears may hurt. You may need to limit your headphone usage.

Sony takes all feedback seriously. Rest assured that this will help us improve our products. Thanks for sharing your review and we hope you consider Sony in your future purchase.

~Ralph