Customer Ratings & Reviews

Hi NonpartisanTechie,

We're glad that you like the noise canceling function and EQ settings of the headphones. It's unfortunate that you are not having a complete experience because of the sound, call quality, and no mute function. Your feedback is extremely important to us and is very much appreciated.

For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app).

For sound quality, you may refer to the troubleshooting steps on this link:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752820.html

These steps may also help when using the mic function of the headphones:
-Re-establish the connection between the source device and the headset.
-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.

The mute function is not available on the headphones. As an alternative, you can check your source device or the app that you are using for a mute function.

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

Regards,
-Ralph

Hi Raghavendra,
Perfect! We're gald to you are enjoying your new headphones. We always strive to deliver the best quality with our products. 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! - Kris

Hi MonicaB, This is a fantastic Christmas gift idea! We're glad to hear that it arrived on time.  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 Cj21,

We regret to hear that you are not satisfied with the battery life of the headphones. Your feedback is extremely important to us and is very much appreciated. For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app).

The battery life of the headphones may vary depending on the settings and conditions of use. You may refer to this link for more information:

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

You may also find this link helpful:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP1000466396.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&category=headphones

Sincerely,
-Ralph

Hi Timothy, While we are glad to hear that you are happy with the comfort of the WH-1000XM4, we are sorry to hear that you are experiencing issues while using them. We would like to get in touch with you to troubleshoot the issue and make this a better experience for you. In the meantime, please make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance. If the headphones keeps on disconnecting from your phone, please set the headphones to Priority on stable connection mode using the Sony Headphones Connect app.

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 MrJay, While we're glad you like the great sound quality and noise canceling feature of the WH-1000XM4, we regret to hear that one of the ear cups 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

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 Leah,

We're glad that you like the noise canceling function of the headphones. It's unfortunate that you already looking to return the headphones because of the call quality. For optimum performance, make sure that the software version of the headphones is updated (via the Sony Headphones Connect app). These steps may also help when using the mic function of the headphones:

-Re-establish the connection between the source device and the headset.
-Select HFP or HSP for the profile.
-You can also check the settings of the app that you are using for mic sensitivity if available.

Hope this improves your experience. If 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 Lilacdrms,

Thank you for this honest review of your WH-1000XM4. We're glad you like the exceptional sound quality and overall features of your headphones. We're sorry to learn you had difficulties on some functionality of your headphones. Your feedback is greatly appreciated.

If there is something that we can help you with, please email us at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

Regards,
Jess

Hi Anonymous, We regret to hear that the unit had to be returned. For future reference, we can offer assistance on how to set up or operate the features and functions, and troubleshoot the issue of your Sony product by visiting our Sony Support website to download the help guide and look for additional information about your product. Also, you can reach out to one of our agents through this link: https://us.esupport.sony.com/support/s/service?language=en_US. who would be glad to help. I hope you consider our Sony products in the future. Thank you for sharing your feedback. -Sam

Hi Bella, we're sorry to hear that you have an issue with your Sony unit. Please follow this link to isolate the issue:

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 Sina, while we are glad that you like the sound quality and noise canceling function, we regret that you're having an issue with the microphone. This is definitely not the experience we'd like you to have with our products. We'd love to help you troubleshoot your problem and turn this into a better experience.

Please make sure to update the software (via the Sony Headphones Connect app) for optimum performance.
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002929020.html

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:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the WH-1000XM4:

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,
Erin

Hi Bindiwacket,

Thanks for sharing your review and experience with the WH1000XM4. We understand where you are coming from. Help guides and manuals are available on our support website. You may find this link helpful:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/results?query=tv

In case 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 the WH1000XM4.

Sincerely,

-Ralph
Sony Social Support

Hello Jerbear,

Thank you for considering Sony products.

We apologize for the inconvenience you’ve experienced with your WH-1000XM4 not staying connected to Bluetooth right out of the box. We understand how frustrating this can be.

We strongly recommend following the steps below to help resolve the issue:

1. Firmware Update to Version 3.0.1: Please install the latest software to enhance performance and functionality. Detailed instructions are available at the following link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/software/00261613

2. Reset the Headset: This process clears temporary bugs without erasing pairing information. Instructions are available at the link below: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html

3. Initialize (Factory Reset): Use this step to fully restore the headset settings if resetting does not resolve the issue. (Please note this will delete all pairing information.) Detailed instructions can be found at the link: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html

We want to get this resolved for you! If the problem continues, the best next step is to contact our dedicated support team for advanced troubleshooting.

You'll find all the necessary contact options and resources at this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Best regards,
-Fred

Hi Emely, We're glad to hear you feel that the WH-1000XM4 is worth its price! And good to know you're enjoying the great sound quality of these 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 Joel, We are sorry to hear that you are experiencing issues with the battery of your WH-1000XM4. We would like to ensure that you get the best out of your headphones. May we contact you to help and get more information? If so, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.

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

Sincerely,
Carl

Hi there, Thanks for the feedback and we're sorry to hear that you're not impressed with the battery life of the headphones. The usage time varies depending on the setting or how they are used. May we know how long does your new headphone battery last? Make sure to fully charge the headphones before using them. You can also turn off the DSEE HX Auto or Equalizer setting on the Sony | Headphones Connect app. This can help conserve the battery life of the headphones. Make sure as well to update the firmware of your headhpones. Hope this helps. Thanks and regards, -Craig

Hi user229819, Awesome! We are so glad to hear that you are enjoying 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 BEBOP, Awesome! 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