Customer Ratings & Reviews

Hi TheChief, while we are glad that you like the sound quality and noise canceling function, we regret that you're having an issue with the mic and headphone controls. This is definitely not the listening experience we'd like you to have. We'd love to help you troubleshoot your problem and turn you experience around.

In the meantime, please check the link on using the Touch Sensor Control Panel of the Wireless Headphones.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204192

You may also try resetting and initializing the headphones if the microphone cuts off the music even when you are not on a call. Reference: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html

Please also ensure your headphones' software is updated. You can check and update the software using the Sony | Headphones Connect app.

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

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


Sincerely,
Erin

Hi Deals,

Great! We're glad that you are having an easy time using these amazing 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 JunlenloydRaven,

You made the right choice in upgrading to the Sony WH1000XM4! We're glad that you are enjoying the sound quality, comfort, and user-friendly functions 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 EricC,
We're sorry to hear that the noise cancellation isn't meeting your expectations. The WH-1000XM4 has an NC Optimizer feature that adjusts the noise canceling based on your surroundings and fit. We recommend trying the following steps:
1. Run the NC Optimizer to personalize noise cancellation to your environment: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752831.html 2. Ensure the headphones fit properly, as gaps between the ear cups and your ears can reduce effectiveness. 3. Check the noise cancellation settings in the Sony | Headphones Connect app. 4. Update the firmware through the app to ensure you have the latest improvements. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/software/00261613
If you continue to experience issues, please check our support guide here: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752735.html

If you need further assistance or have additional concerns, may we contact you directly? If so, please email the following information to socialsupport@am.sony.com. Apologies if you've already shared this information with customer service — we just want to ensure we have your most accurate details: Full Name: Username: Telephone Number: Additional Information regarding your experience with the headphones. Thank you for your patience, and we look forward to resolving this issue promptly! Sincerely, Maria

Hi inorod, Thank you for choosing Sony! We are glad to hear that you are happy with the noise cancelling of 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 again for choosing Sony! -Carl

Hi Ritu, We are glad that you are enjoying your newest noise canceling 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! Erin

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 4plyWheniCry,

Thanks for the feedback. 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!

Regards,
David

Hi TechGirl87,

Thank you for the review and we do apologize for the inconvenience. Please allow us to help you and turn this into a better experience. You may find this article helpful on how to resolve your no sound issue with your headphones.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204551?cpint=spt-mdr_triage_00204483_sound

We also recommend updating the software of your headphones via Sony headphone connect app. A firmware update improves the functionality and features of your device. It can provide fixes to any performance issues that may occur.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00261011

For us to better assist you, please email us at socialsupport@am.sony.com with the following details:

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

Regards,
David

Hi Displayname, That's great! We're glad to hear that! 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. Jay

Hi cryptomod, Great choice! 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 IFelix11, Awesome! We are glad to hear that you are happy with your new 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 Sonyxm4,
We're sorry to hear the issues that you are experiencing with the XM4 headphones. This is definitely not the experience we want you to have. May we know if you still have the unit? If so, we'd like to help troubleshoot and resolved the problem. Please try some solutions on these links below to resolved issues with the headphones:

Multipoint connection works with only two devices at a time. A third device can be connected through Bluetooth, however, the Bluetooth connection with the last device that played music will stay connected and the second device will be disconnected in order for the third device to establish the Bluetooth connection with the headphones.

How to use multipoint connection through phone and a computer: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00249936

To prevent the unit from falling, adjusting the headband and the earpads properly can help for a firmer hold and better noise canceling experience. These headphones also are not designed for sports.

Noise issue:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752755.html

Low sound quality:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752820.html

Available operating hours of the unit:
(Usage hours may be different depending on the settings and conditions of use)
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752820.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. We appreciate you and thanks again for shopping Sony. - Kris

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

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 Hieu,

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 esteban, That's awesome! We're very happy to hear you were able to get a much better sound quality using the equalizer on the Sony Headphones Connect app. 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 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 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 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:
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 TUNLIN, We're happy to hear this feedback! Good to know you like the amazing sound quality, premium built, and industry-leading noise cancelation of your 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