Customer Ratings & Reviews

Hi rajc,

This is not the experience that we want you to have. Sony takes all feedback seriously. Rest assured that this will help us improve our products.

We would like to know more about what happened and review your file. 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 WH1000XM3.

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 digitscd, We're sorry to hear you're having a connectivity issue with your WH1000XM4. To ensure you get the best Bluetooth connection and to prevent the headphones from cutting in and out, please set the headphones Bluetooth Connection Mode to “Priority on stable connection” using the Sony Headphones Connect App.

Also, make sure that the firmware version of the headphones is up to date.

If the issue still occur, please initialize the headset. REF: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html

And to ensure optimal listening experience, please fine-tune it using the EQ settings in the Sony Headphones Connect App. For additional troubleshooting steps, please refer to the link below:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752820.html

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:

Sincerely,
Sam

Hi Johnsm1th, thank you for choosing and purchasing our industry-leading noise canceling headphones. We're sorry to hear that you have an issue with the playback while charge and mute function. If charging starts while the headset is on, the headset will turn off automatically. Unfortunately, there is no physical button for mute function. You can mute the audio from the connected devices instead.

We have our Support team that is always happy to assist. 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 Jskins, we're sorry to hear that you have an issue with your SONY unit. Please test your headphones with other devices. Please initialize the unit by following this link to isolate the issue:

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

If the issue still persists and 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 Roxnjust,
We're sorry to hear what happened to your WH1000XM4. Please allow us to help and fix the issue. Updating the headphone's software may resolve this issue. You may check this helpful link.

Sound skips or noise is heard from the headphones
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204575

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 user986550, We're glad to hear you feel that the WH-1000XM4 is worth its price! 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 YonaOfTheDawn, We are sorry to hear about the noise cancelling issue you are having. This is usually not the case for our headphones nor the experience we want you to have. If the effect of noise canceling is not sufficient, please follow the troubleshooting steps on the link below to resolve the issue.

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752735.html

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:

Sincerely,
Sam

Hi Unhappybuyer, We regret to hear that you're having connection issues with the headphones. This isn't normally the case with these headphones. Make sure to update the 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 Should you need further assistance, please let us know. May we contact you to help? If so, 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. Sincerely, ~Ralph Sony Social Support

Hi Verified,



This is not the experience that we want you to have. We would like to know more about what happened and help you out. Please email us at socialsupport@am.sony.com with the following details:



Full Name:

Best Buy Username:

Telephone Number:

Sony Headphones Model Number:

Case 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 Pepe,

Thank you for your review.

While we are pleased you like our WH-1000XM4, we are really sorry if you are encountering an issue with the Speak-to-Chat feature. This is definitely not the news we'd like to hear from you.

The Speak-to-Chat mode activates when it detects the speech of the person wearing the headset. but in rare cases, it may activate in response to the voices of other people, ambient environmental sounds, transportation announcements, etc. To disable the Speak-to-Chat function of these headphones, please follow the steps below:

• Hold 2 fingers to the touch sensor control panel until you hear the voice guidance say, “Speak-to-chat deactivated”.

For more details, please refer to the following link:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002754732.html

And as a general recommendation, to 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 https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads.

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

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

Hope this helps, and thanks for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi Lemuel, We regret to hear about what happened. This is definitely not the news that we would like to hear. The 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 more information, please refer to the link below. Thanks.



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



Should you need any assistance, please email us at socialsupport@am.sony.com with the following details:



Name:

Username:

Model Number:

Issue:

Telephone Number:



Sincerely,

Sam

Hi Ticked,

Thanks for sharing your feedback on your experience so far with your WH-1000XM4. It's unfortunate to learn that you're hearing unwanted noise on your headphones. Please allow us to help you and turn this into a better experience. Make sure to update the firmware of the headphones by performing a software update (via the Sony Headphones Connect app) for optimum performance. We recommend performing the steps provided on the links below to refresh the content of your headphones.

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html

Try opening the Sony Headphones Connect app, verify if it resolves the issue. If still unresolved, the Sony Headphones Connect app can also be removed and reinstalled as an additional step.

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,
Jess

Hi Shadow,

We regret to hear that you are not having a great experience with the battery life of the headphones. Make sure to charge the headphones sufficiently. Battery life may also vary depending on the settings and conditions of use. Please refer to this link for more information:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752809.html

If the headphones are still not working properly, reset and initialize unit. You may refer to these links:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html

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 Worst,
We take this matter seriously and we apologize for the inconvenience. 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.

Full Name:
BBY Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the WH1000XM4:


Again, we apologize for the inconvenience and thank you for sharing your feedback.

Sincerely,
Marco

Hi mimi,

Thank you for the review and we're sorry to hear what happened with your headphones. The indicator does not light up. There may be a problem with charging. Make sure that the USB AC adaptor is firmly connected to the AC outlet. 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 situation does not improve, the headphones may be malfunctioning and require repair. 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 CaptJack,



We do apologize for the inconvenience. To isolate the issue, please try to reset the headphones to factory default settings and try again. 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.

We recommend you download the Sony Headphones Connect App so you can adjust the audio settings.

For further assistance, please email us at socialsupport@am.sony.com with the following details:



Name:

Best Buy Username

Model Number

Issue:

Telephone Number:



Regards,

David

Hi Jimy, We are sorry to hear about the battery and static sound issue you are having. 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 the duration of the battery is short, please follow the troubleshooting steps on the link below:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP1000466396.html

For static, distorted, or poor sound quality issues, please refer to the link below to resolve the issue.

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752820.html

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

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00235161

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:

Sincerely,
Sam

Hi user325207, We are sorry to hear that you are experiencing issues with your WH-1000XM4 headphones. We'd love to troubleshoot the issue and make this a better experience for you. Depending on the surrounding environment, wind noise may increase when the Ambient Sound Mode is turned on. In that case, cancel the voice focus with the “Sony | Headphones Connect” app. If the wind noise is still significant, turn off the Ambient Sound Mode.

Also, please make sure that the WH-1000XM4 has the latest software update installed as this will help improve the overall performance of the headphones. To check on the updates, please click on this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads

If the issue still occurs, please try resetting and initializing the WH-1000XM4.

To reset: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html
To initialize: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.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