Customer Ratings & Reviews

Hi Sonyxm4,
We're sorry to hear the issues that you are experiencing with the XM4 headphones. This is definitely not the experience we want you to have. May we know if you still have the unit? If so, we'd like to help troubleshoot and resolved the problem. Please try some solutions on these links below to resolved issues with the headphones:

Multipoint connection works with only two devices at a time. A third device can be connected through Bluetooth, however, the Bluetooth connection with the last device that played music will stay connected and the second device will be disconnected in order for the third device to establish the Bluetooth connection with the headphones.

How to use multipoint connection through phone and a computer: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00249936

To prevent the unit from falling, adjusting the headband and the earpads properly can help for a firmer hold and better noise canceling experience. These headphones also are not designed for sports.

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

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

Available operating hours of the unit:
(Usage hours may be different depending on the settings and conditions of use)
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752820.html

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:
Issue:

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. - Kris

Hi JRA35, we appreciate your review of the headphones. Make sure to adjust the headband for maximum comfort. Sony takes all feedback seriously. Rest assured that this will help us improve our products. Thanks for sharing your review and for choosing Sony. ~Ralph

Hi SonyMX4,

We regret to hear that you're not having the best experience because of connectivity issues. The range of the Bluetooth connection is approximately 30 feet (10 meters). However, the maximum communication range will vary depending on obstacles (person, metal, wall, etc.) or electromagnetic environment. Make sure to install the latest 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

Resetting and initializing the headset may also help resolve the issue:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html

In case 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
Sony Social Support

Hi IFelix11, Awesome! We are glad to hear that you are happy with your new 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 Hieu,

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 bigdogsbigdinners, We're very grateful for this positive feedback! Good to know you're enjoying the multipoint connection feature of these 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. Thank you for choosing Sony! -Sam

Hi esteban, That's awesome! We're very happy to hear you were able to get a much better sound quality using the equalizer on the Sony Headphones Connect app. 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 TUNLIN, We're happy to hear this feedback! Good to know you like the amazing sound quality, premium built, and industry-leading noise cancelation of your Sony WH-1000XM4 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 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 Usny, You've made an excellent choice! We're very happy to hear these headphones helped you during your flights. 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 Shri,

We are sorry to hear what happen with the microphone of the headphones. Follow these steps on the link below to troubleshoot this issue when using your wireless headphones.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00267840

If you need further assistance, we are more than happy to help you out. Please email us at socialsupport@am.sony.com with the following details:

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

Regards,
David

Hi Vino,

Amazing! We're glad that you are enjoying the sound quality and noise canceling function of the 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!

-Ralph

Hi Girleo, Awesome! We are so glad to hear that you are happy with 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 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

Hi Nylia,

Thank you for the review and we're sorry to hear what happened with the headband of the headphones. Unfortunately, due to the current Best Buy phishing protocol for your protection, we cannot provide a direct email or phone number for customer support as of now. Please find Sony Electronics' Support information: Go to our support website > click on “Support” > scroll down click on “Contact Support” > click on "(select your product type)" and from there you'll see different ways to contact us.

Regards,
David

Hi EricC,
We're sorry to hear that the noise cancellation isn't meeting your expectations. The WH-1000XM4 has an NC Optimizer feature that adjusts the noise canceling based on your surroundings and fit. We recommend trying the following steps:
1. Run the NC Optimizer to personalize noise cancellation to your environment: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752831.html 2. Ensure the headphones fit properly, as gaps between the ear cups and your ears can reduce effectiveness. 3. Check the noise cancellation settings in the Sony | Headphones Connect app. 4. Update the firmware through the app to ensure you have the latest improvements. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/software/00261613
If you continue to experience issues, please check our support guide here: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752735.html

If you need further assistance or have additional concerns, may we contact you directly? If so, please email the following information to socialsupport@am.sony.com. Apologies if you've already shared this information with customer service — we just want to ensure we have your most accurate details: Full Name: Username: Telephone Number: Additional Information regarding your experience with the headphones. Thank you for your patience, and we look forward to resolving this issue promptly! Sincerely, Maria

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 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 buildapcbear,

We're glad that you like the amazing features of the headphones including the noise canceling function. It's unfortunate that you are not satisfied with the sound quality. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app).

With the equalizer function of the Sony app, you can tailor-fit the sound quality to your needs. For more information, please refer to this link:

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

Sincerely,
-Ralph

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