Customer Ratings & Reviews

Hi Cards77, We're happy to hear this feedback!  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. We appreciate the recommendation and thanks for choosing Sony! -Sam

Hi there, We're sorry to hear that you have issues with your earphones. It's unfortunate that you are not having a complete experience with the connectivity and touch controls features of the headphones. For optimum performance, make sure that the software version of the headphones is updated (via the Sony Headphones Connect app).

In the factory setting, the built-in proximity sensor in the left unit and the built-in acceleration sensors in each of the left and right units detect when the headset is attached to or removed from your ears, and the headset automatically controls the touch sensor control panel’s operation, powering off, pausing music playback, etc. (Wearing detection). By using the “Sony | Headphones Connect” app, you can change the settings of the wearing detection automatic music playback pause and resume function and the wearing detection automatic power off function (the battery saving function). For more information, please refer to this link:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002928786.html

The steps on this link may also help you when using touch controls of the headphones:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204192 . You may also find this link helpful:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html

As for connectivity, Kindly try to delete pairing data, and then pair the unit and device again. 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:

Resetting the headset

-Press both the (power) button and the CUSTOM button simultaneously while charging. The headset will be reset. The device registration (pairing) information is not deleted.
If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.

Initializing the headset

-Turn off the headset while the USB Type-C cable is disconnected and then press and hold the (power) button and the CUSTOM button simultaneously for 7 seconds or more.

The indicator (blue) flashes 4 times, and the headset is initialized. 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.

And of course, the ear cups of the WH1000XM4 can be replaced. Please refer to this link for more information: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00231437.

If still not resolved, please let us know so we can turn your experience around. 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:
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,
-Craig
Sony Social Support

Hi KimP,

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

Hello Television,
Thanks for choosing Sony and we're glad that you like your WH1000XM4. Enjoy! - Marco

Hi Scho,

Awesome! We're glad that these headphones are perfect for your wife's lifestyle. 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 JosephB,

Thank you for bringing your connection issue to our attention and sharing your honest feedback. We understand how disappointing it is when you can’t easily connect your WH-1000XM4 headphones using the Sony | Headphones Connect app, and we sincerely apologize for the frustration.

We want to help you restore the smooth connection you expect. Please follow these two steps, which are highly effective for resetting the connection:

1. Completely uninstall the Sony | Headphones Connect app from your device, then restart your phone/tablet. Re-download and reinstall the app from the official app store. This clears old cached data and ensures a fresh setup.,

2. Reset the headset: While the headset is connected to a charging cable, press and hold both the (power) button and the CUSTOM button (or NC/Ambient button) simultaneously for about 7-10 seconds.

After performing these steps, try connecting your headphones with the app again.

If the connection is still not performing correctly, we strongly encourage you to contact our dedicated technical support team. We can walk you through further diagnostics, and provide personalized assistance to get you connected.

https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for considering Sony!

Regards,
Dominick

Hi Qwertuuio, thank you for choosing and purchasing our product. We're sorry to hear that you have an issue connecting the headphones with your iPad. The WH1000XM4 requires the A2DP Bluetooth profile for Bluetooth audio playback. You need to check the specifications of your iPad if it also supports the said profile. You can check this link to isolate the issue:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752754.html?search=not%20pairing

If you require any additional support in regards to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi Ipad, Awesome gift! 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 Mark! 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. Thank you for choosing Sony! -Carl

Hi Qqerty,

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 EPTechGuy,
Thank you for your purchase and we regret to hear that you are having Bluetooth connection issues with your Sony WH1000XM4. We would like to help you troubleshoot this and turn this to a better experience. You may try and set the headset to “Priority on stable connection” mode. This will allow the headset to have a stable Bluetooth connection while playing. Please check these helpful links.

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752755.html
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752802.html


The WH1000XM4 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! - Marco

Hi Happy, That's awesome! We're glad you're enjoying the industry-leading noise canceling feature of your new Sony 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 Chris,



We're glad that you like the noise canceling function of the headphones. It's unfortunate that you are not having the best experience with the microphone function. Sony takes all feedback seriously. Rest assured that this will help us improve our products. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance. Re-establish the connection between the source device and the headset. Select HFP or HSP for the profile.



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 Awesome,

Awesome! Good to know that your investment is worth it. 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. Thanks for choosing Sony.

~Ralph

Hi Sunny! Thank you for the 5-star rating! 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 Nadim,

Awesome! We're glad that you are having a great experience with 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 Hadouken,

You made the right choice! We're glad that your husband is enjoying 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 Blee,

You made the right choice! 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. Thanks for choosing Sony.

-Ralph

Hi Sdial,

Thanks for sharing your review and experience with the WH1000XM4. We're glad that you like the sound quality and noise canceling function of the headphones. If you are referring to the touch sensor controls, you may find these links helpful:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204192

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html

For app-related issues, make sure to install the latest software version of the Sony Headphones Connect app. You may also try reinstalling the Sony app.

Hope this helps. If still not resolved or 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 Kishrico, we're glad you love our product. 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. ~Earl