Customer Ratings & Reviews

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 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

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 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 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 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 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 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

Hi NJB1,

Thanks for sharing your review and experience with the WH1000XM4. Your feedback about the design is greatly appreciated. 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 XrefMe, we're glad you love our newest industry-leading noise canceling 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. For total convenience, WH-1000XM4 headphones can be paired with two Bluetooth devices at the same time. So when a call comes in, your headphones know which device is ringing and connect to the right one automatically. You'll also be able to quickly, smoothly switch your headphones to either of the two devices at the touch of a button. Thanks for choosing Sony. ~Earl

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 Justme, thanks for choosing and purchasing our product. We're glad you like the battery of the WH1000XM4. We're sorry to hear that you have issues with your Sony unit.

For random shut off, please make sure that your headphones have the latest software update. You can check for updates using the Sony Headphones Connect app. Please check the Auto Power Off Setting. he headphones may automatically turn off after 15 minutes of not being worn. You can disable this feature through the Sony Headphones Connect app. Verify the battery level when the issue occurs. If the battery is low, charge the headphones fully and see if the problem persists.

For sound issue on the left side, please make sure that the connected device is as close as possible to the left side of the headphones, which houses the built-in antenna. This can help improve the Bluetooth signal strength. Please make sure that the earbuds are properly fitted in your ears. Sometimes, an improper fit can cause volume imbalance. Try changing the earbuds to another size that comfortably and snugly fits both ears. The best size earbuds may be different for the left and right ears.

If the issue persists, please initialize the unit by following this link:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html

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

~Earl

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

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 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 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 Magd,

Thanks for sharing your review and experience with the WH1000XM4. You do have the option to use the equalizer function of the Sony Headphones Connect app to tailor-fit the sound quality to your needs. Please refer to this link:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752772.html

Hope this helps. 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 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