Customer Ratings & Reviews

Hi rxkendrum, we're glad you like our product. We're sorry to hear that you have an issue with the volume control of your SONY unit. You may adjust the volume using the touch sensor control panel of the headset. Please follow this link for more information:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752782.html

Thank you for choosing SONY. ~Earl

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 Zepher,

We're glad that your investment is worth it. Intelligent and intuitive, 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. Thank you for choosing Sony!

-Ralph

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 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 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 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 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

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 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

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 stanley,

We're sorry if the noise canceling feature of our WH-1000xM4 didn't live up to your expectations. This is definitely not the news that we would like to hear. Please allow us to help you and turn this into a better experience. If you haven't tried yet, please follow the troubleshooting steps below to isolate the problem:

• Make sure that the noise cancelling function is turned on.
• Adjust the headset into a comfortable position.
• The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
• When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions. To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
• With the “Sony | Headphones Connect” app, check the setting of [Ambient Sound Control]. If it is set to [Ambient Sound], the effect of noise canceling is reduced. Set it to the noise canceling mode.
• Check with the “Sony | Headphones Connect” app whether the function of the NC/AMB button is set to [Ambient Sound Control].

If the issue persists, please refer to the following article:
https://www.sony.com/electronics/support/articles/00267839

I hope this helps.

Should you need more information/technical assistance, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following:

Name:
Sony Username:
Model Number:
Issue/Concern:
Telephone Number:

We value your input, and thanks for choosing Sony!

Best regards,

Romeo
Sony Social Support

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 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 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

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