Customer Ratings & Reviews

Hi Kent, thank you for choosing and purchasing our product. We're glad you like the sound quality and noise canceling feature of the WH1000XM4. We're sorry to hear that you have an issue with your SONY unit. Please try to initialize the unit by following this link:

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

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

Hello Stoneface,
We regret to hear about what happened to your unit not charging anymore. Please allow us to help so we can determine what seems to be the issue with your WH1000XM4. Kindly check this helpful link.

The headphones do not charge (headband / in-ear)
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00267822

If this does 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 WH1000XM4:

Sincerely,
Marco

Hi Stan,
Thank you for sharing your experience with us. We're sorry to hear the issues that you are having with the headphones. We'd like to help make this a better experience. You may follow the steps on this link if the touch sensor control panel does not respond correctly: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html

Changing the function of the button or touch sensor can be change on the Sony Headphones|Connect app that you can download from your favorite smartphones. Noise canceling function by behavior recognition (Adaptive Sound Control) and Ambient Sound Mode can also be adjusted using the app. For reference: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0001548867.html

Should you need further assistance, 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. - Kris

Hi Rosana,

Thank you for the inquiry and we do apologize for the inconvenience. If you put on the headset without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort or a weak noise canceling effect. These headphones features an adjustable slider (left and right) to ensure comfortable fit for long period of time.

If you need further assistance, 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 Ashley, we sincerely apologize for the trouble you're experiencing with your WH-1000XM4 headphones. We completely understand your concern about the battery remaining at 10% despite the charging indicator light being on. We're here to help.

Let's try a few troubleshooting steps that often resolve charging issues:
-Try a Different Charging Cable and Power Adapter.
-Gently inspect the USB-C port on your WH-1000XM4 for any obstructions. You can use a dry, soft brush to carefully clear it out.
-We also encourage you to follow the extra steps provided at this link:
https://www.sony.com/electronics/support/articles/00204484

Allow the headphones to charge for at least an hour after each step to see if there's any improvement.
If, after trying these troubleshooting steps, your WH-1000XM4 headphones are still not charging correctly, please do not hesitate to contact our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for considering Sony products and for letting us know about this issue.
Best regards,
Estefany

Hi Charlie,

We regret to hear that it didn't live up to your expectations and had to be returned. Updating the software version of the headphones (via the Sony Headphones Connect app) is recommended for optimum performance.

Setting the headset to “Priority on stable connection” mode (via the Sony app) can help improve connectivity.

The audio playback on this unit may be delayed from that on the transmitting device, due to the characteristics of Bluetooth wireless technology. As a result, the sound may not be in sync with the image when viewing movies or playing games.

We do appreciate your feedback about the multipoint function and the headphones being tech-savvy equipment. Rest assured that this will help us improve our products. Thanks for sharing your review and we hope you consider Sony in your future purchase.

~Ralph

Hi Surya, 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 Bill71356,



We regret to hear that the headphones are not working properly. This isn't normally the case with the WH1000XM4 headphones. To help resolve the issue, check the following:



1. The supplied USB cable is used for the connection.

2. The cable connection is secure.

3. Make sure that the USB AC adaptor is firmly connected to the AC outlet.

4. When charging the headset through a USB port on a computer, try the following as well:

- Make sure that the computer is turned on.

- If the computer is equipped with multiple USB ports, use another port.

- Connect the headset directly to the computer without using a USB hub.

- If the computer is in Standby (Sleep) or Hibernate mode, place it back to normal mode.

- If the computer is running on Windows 8.1, use Windows Update to update the operating system.



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.



The unit comes with a 1-year manufacturer's warranty. If still not resolved, 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

Hi Caveman, While we're glad you like the great sound quality of these headphones, we regret to hear that the swivel got broken. This is usually not the case for our headphones nor the experience we want you to have. Our WH-1000XM4 headphones have a robust design which helps prevent any type of breakage under normal use. Unfortunately, the limited warranty of your WH-1000XM4 does not cover any kind of accidental or physical damage. For further assistance, please take your headphones to an authorized servicer for evaluation to determine the repair options available for physical or cosmetic damage. For more information, please refer to the link below. Thanks.

 https://us.esupport.sony.com/support/s/service?language=en_US

Regards,
Sam

Hi ZacW,

Thank you for your feedback on the WH-1000XM4 headphones. We apologize for the frustration you've experienced with the Speak-to-Chat feature and the requirement to use the Sony | Sound Connect (Formerly Sony | Headphones Connect) app. The Speak-to-Chat feature is designed to automatically pause your music when you start speaking, which can be convenient in certain situations. However, we understand that this feature may not be suitable for everyone. The Sony | Sound Connect app allows you to customize and disable this feature according to your preferences. You can also disable this feature by holding 2 fingers to the touch sensor control panel of the headphones until you hear the voice guidance say, “Speak-to-chat deactivated”. For more details, please refer to the link below:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002754732.html?search=speak%20to%20chat

We regret that the app has not been functioning as expected for you. It is not our intention to cause inconvenience, and we appreciate your patience. We recommend ensuring that the app is updated to the latest version and that your headphones' firmware is also up to date.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads

If there's anything we can do to assist you or if you need information about our product, please don't hesitate to reach out. We are always here to help! You may send us an email at socialsupport@am.sony.com with the following:

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

Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We value your feedback and are committed to improving our products and services. Thank you for bringing this to our attention.

Best regards,

Romeo

Hi HiPlains, We are sorry to hear that you experienced a power issue with the WH1000XM4 and had to return the headphones. This is not the experience that we would like you to have with our premium products and rest assured is that we are always taking note of feedbacks as this will help improving the quality of our products.

We hope that you consider Sony again in your future purchases.

Regards,
Carl

Hello Joe10,

Thank you for your review.

While we are pleased you are satisfied with the exceptional sound quality and industry-leading noise canceling function of our WH-1000XM4, we are sorry you are encountering a connection issue with your computer. We are not sure what brand/model of computer you are using with these headphones. However, If you still have the unit, we recommend you try first following the steps provided on the links below to isolate and fix the problem:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00250217
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00008539
For Bluetooth pairing issues, please refer to this link:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204611?cpint=spt-mdr_triage_00204483_pairing
If you are using the headphones for video calls on a computer, refer to this link:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00250089

If the issue persists, please perform a resetting and initialize the headphones to restore factory settings and see if it resolves the issue:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html

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:

We appreciate you, and thank you for choosing Sony!

Sincerely,

Romeo
Sony Social Support

Hi SuperCoolNinjaGuy,



We regret to hear that you are not having the best experience when using these headphones on a Windows 10 PC. Your feedback about a dedicated app for Windows 10 is greatly appreciated. Rest assured that this will help us improve our products.



If you are having issues connecting the headphones to your Windows computer, make sure to install the latest software version (via the Sony Headphones Connect app) to resolve the issue.



The headphones may have been connected to the computer through Low Energy (LE) communication mode. This usually occurs when the headphones are paired without pressing the Power button for seven seconds and may result in the headphones not pairing to the computer or the computer not having sound.



To resolve the issue, make sure to press the Power button on the headphones for seven seconds to put the headphones in pairing mode before you pair the headphones with the computer.



After the headphones are in pairing mode, both WH-1000XM4 and LE_WH-1000XM4 appear on the computer screen. LE_WH-1000XM4 may appear first, and then a few seconds later WH-1000XM4 will appear. Wait for the WH-1000XM4 to appear on the computer screen and select it.



Note: It may take up to one minute before WH-1000XM4 appears.



You can also refer to the steps on this link to pair the headphones with a Windows 10 PC:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752744.html



If the issue is still not resolved or 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

Hi Nomoresony,
Thank you for reaching out to us. We're sorry to hear what happened on the headphones. May we know the case number so we can check your file in our system and do the best possible for you?

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:
Case number:
Issue:

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

Sincerely,
Kris

Hi there, We are sorry to hear about your experience with our Sony WH1000XM4, we would like to make sure that this has been taken care of, 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:
Case ID (if any):

Regards,
Carl

Hi user429685, Thank you for giving the WH-1000XM4 a perfect rating! Good to know you like the comfortable fit, excellent noise cancellation, and easy touch control and gesture function of your 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 Disappointed,
Thank you for reaching out to us. We're sorry to hear what happened with your headphones. This is definitely not the experience we want you to have with us. May we know the Case number so we review your file and do the best possible for you?

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com.
Name:
Amazon Username:
Telephone Number:
Model Number:
Case no.:
Issue:

We are sorry for the inconvenience and hope to speak to you regarding this matter. We appreciate you and thanks again for shopping Sony. - Kris

Hi SSamej, we're sorry to hear that you have an issue with your SONY unit. Please initialize the unit by following this link to isolate the issue:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html?search=usb

If you still experience noise issues from your 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: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi PC914,



We regret to hear about your experience with our Sony Headphones. You might be referring to a different model since the WH1000XM4 was released this year. Sony takes all feedback seriously. Rest assured that this will help us improve the quality and performance of our products. We appreciate your review and we hope you consider Sony in your future purchase.



~Ralph

Hello Kimberly,
Thank you for bringing this to our attention and we're sorry to hear that less than a month you've experienced issue with the noise canceling feature of our WH1000XM4. We'd like to make sure you are taken care of. 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.

Name:
BestBuy Username:
Telephone Number:
Model Number:
Issue:

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

Sincerely,
Marco