Customer Ratings & Reviews

Hi Kogre93, thank you for your review. While we are glad you are satisfied with the overall performance of our XM4, we are sorry you are encountering an audio issue with the right side of the headphones. If you hear the buzzing noises from your Bluetooth® headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, 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 Ingrid, Awesome Gift! We are glad to hear that you are enjoying your WH-1000XM4's sound quality and noise canceling! 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 Beast,

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 FirstLady, Awesome! We are so glad to hear that you are happy with 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 CiskaA, Great! We're thrilled to hear you like the premium build quality, updated design, and excellent sound quality of your new Sony WH-1000XM4. 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

Hello Musichead91,
Thank you for your purchase and we regret to hear that you are not satisfied with the performance of our WH1000XM4. Have you tried checking the Sony Headphones Connect app, this will allow you to customize the settings and adjust it to your liking. Also, the noise canceling feature, having this activated makes you enjoy your music even in a milder volume.


If there's anything that we can do to turn this to a better experience, we're more than happy to assist. May we contact you to help and get more information? 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:
BestBuy Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the XM4:


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

Regards,
Marco

Hi INFMS, 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 BobB, We are sorry to hear you are having an issue with your Sony headpones. Make sure the headphones and the TV are within 1 m (3 feet) from each other. We have firmware update for these headphones that improves their performance. Please make sure to update yorur headphones: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads. You can also connect several different headphones or Bluetooth devices with your TV to further isolate the issue and to see if the main issue is with the TV or headphones.

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:

Sincerely,
Vincent

Hi ArgosD, While we're glad you like the amazing noise cancellation and comfortable fit of the WH1000XM4, we regret to hear about what happened to the earpieces. 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. May we contact you to help and get more information? 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.

Case Number(if any):
Full Name:
Best Buy Username:
Telephone Number:
Sony 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.

Sincerely,
Sam

Hi bnmdjm, Thank you for the feedback on your experience with your WH-1000XM4. For optimal performance, please make sure that the firmware is up to date on both devices. When you want to prioritize the sound quality, select the “Priority on sound quality” mode.
If the connection is unstable, such as when producing only intermittent sound, select the “Priority on stable connection” mode.

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:

 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 AlexB, 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 there, We are sorry to hear that you are experiencing issues with your Sony headphones. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, please make sure to use the supplied USB Type-C cable and check that the USB Type-C cable is firmly connected to the headset and the USB AC adaptor or computer. Also, make sure that the USB AC adaptor is firmly connected to the AC outlet. If you are using a computer to charge the headphones, check that the computer is turned on. Wake the computer up if the computer is in standby (sleep) or hibernation mode. When using Windows 8.1, update using Windows Update. Restart your computer, and check whether the situation has improved. You may also try resetting the headphones and check if the issue still occurs. To reset, please check on this link: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html

As a reference, please check on our help guide link: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752805.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 Bailey, we're sorry to hear that you had returned your SONY unit. It is recommended to adjust the length of the headband using its slider to achieve comfort.

We have our support team that always happy to assist. You may email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

We hope you consider SONY again. ~Earl

Hi Gabosimo,

We regret to know that you're having constant pressure or a feel of headache on your head when wearing the headphones with noise cancelling turned on. You can adjust the amount of ANC or optimize the noise canceling function on the Sony Headphones Connect App to suit the wearer and see if that helps with any cabin pressure issues you might be experiencing. Please visit the link below for some common reasons why you experience constant pressure/headaches.

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

Wearing the headphones correctly is essential. We do have good information on how to wear the headband headphones correctly so it is comfortable on this link here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00282845

To ensure an optimal listening experience, downloading the Sony Headphones Connect app lets you adjust your bass levels and gives you sound quality presets. For your reference you may find this link helpful: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00282845

If you need more information or technical assistance with your product, 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:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

We appreciate you and thanks for sharing your feedback and for choosing Sony!

Regards,
Jess

Hi bryan, Awesome! We are so glad to hear that you are happy with 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 BigMike, we regret to hear that you had to return the headphones because of its bass quality. Using the Sony Headphones Connect app, you can adjust the equalizer to tailor-fit your needs. This might have changed your view and experience of the headphones. Thanks for sharing your review and we do hope you consider Sony in your future purchase. ~Ralph

Hello ShujaaA,
While we are happy that you love your WH1000XM4, we're sorry to hear that the right side of your headphone randomly stopped working. Please allow us to help and turn this to a better experience. Here's a helpful link that can resolve the issue.

There is no sound, or sound is only heard from one side of the headphones
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204552

If this will not resolve the issue, 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:
BestBuy Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the XM4:


We're more than happy to assist and resolve this matter.

Sincerely,
Marco

Hi MarkH, Thank you for sharing your experience with the Sony WH1000XM4 Wireless headphones. We're sad to hear that you are not impressed with the sound quality. This is definitely not the case on our premium models. To improve the sound quality, check if your device's setting is set to "Priority on sound quality mode".

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




Also, make sure that your device has the latest firmware version. The update can help fix issues and bugs that affects the performance of the headphones.

If your device has the latest firmware update and the issue still exist, kindly try the steps in the article below : https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752820.html

If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :



Full Name:

Best Buy Username:

Telephone Number:

Sony Model Number:

Additional Information regarding your experience with the unit:



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



Sincerely,

-Craig

Hi Scooter, thank you for purchasing the Sony WH-1000XM4! And to ensure a comfortable fit and to use the unit for longer periods, please adjust the left and right slider. This unit also has super-soft, pressure-relieving earpads foamed urethane that evenly distributes pressure. 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 EricC,

You definitely 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