Customer Ratings & Reviews

Hi ZhongL,

Thank you for sharing your honest feedback. We are truly sorry to hear that your WH-1000XM4 headphones are experiencing connection issues so soon after your warranty period expired. We completely understand your frustration, and we sincerely apologize for this inconvenience.

We want to help you restore the reliable performance you expect from our premium headphones. This type of intermittent disconnection can often be resolved with a few key troubleshooting steps.

Troubleshooting Steps for Connection Stability:

1. Update Firmware: Please make sure your headphones are running the latest software by checking the Sony | Headphones Connect app. Updates often include crucial fixes for stability and performance.

2. Stable Connection Mode: Within the Sony | Headphones Connect app settings, set the headset to “Priority on stable connection” mode. This dedicates more bandwidth to maintaining a solid Bluetooth link.

3. Check Your Environment: Bluetooth signals can be affected by interference. Please try to avoid using the headphones in areas with heavy signal traffic, such as near wireless LAN routers or on crowded public places (train station premises or a crowded train).

4. Initialize the headset to restore factory settings: This will restore the headphones to factory settings and clear out any cumulative software glitches that may be causing the problem. You can follow the instructions to reset the headphones here:

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

If the issue still persists after performing all of these steps, we highly suggest contacting our specialized Technical Support team through the link below:

https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We appreciate you considering Sony products!

Best regards,
Dominick

Hi Good, Great! You definitely made the right choice. We're glad you're enjoying all the improvements we made on 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. Thanks for choosing Sony! -Jess

Hi Dapdap,



Thank you for your feedback. While we are glad you are satisfied with the excellent build quality of our WH1000XM4, we are sorry if the sound quality did not meet your expectations, and if these headphones did not fit your well. We value your opinion, and we will surely take note of your inputs as we always strive to make this a better experience.



For sound quality, we want to make sure you are getting the most out of your headphones. Please make sure you have downloaded the Sony Headphones Connect app. There you will find all sorts of tools to fine-tune your WH1000XM4 and maximize the volume to your liking. You can also set the sound quality mode to Priority on sound quality mode using the app for an immersive sound experience.



For comfort fit concern, these headphones have a self-adjusting headband and soft cushioned earcups that cover the whole ear. You may try adjusting the headband slider so that they cover your ears. This will help give you more personalized comfort.



I understand that this may not fully resolve your issue. However, if there’s anything we can do to 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:



Sincerely,



Romeo

Sony Social Support

Hi Satisfied, Excellent! Choosing these headphones will definitely be worth it! We're delighted to hear you like the amazing sound quality and overall features 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. Thank you for sharing your awesome feedback and for choosing Sony! -Jess

Hi dalliofficial,

Amazing! We're glad that you are enjoying the 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 Headphones, We're very grateful for this positive feedback!  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 Tomm,

Awesome! We are glad you like the 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!
David

Hi mikey, 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-tine your music to your liking! Thank you for choosing Sony! -Carl

Hi Kirby717,

Thank you for the review. It is unfortunate that the unit had to be returned. We recommend adjusting the length of the headband. Put the headset on your head with the (left) mark on your left ear and the (right) mark on your right ear. There is a tactile dot on the (left) mark side.

Regards,
David

Hi MoutainHouse,

You made the right choice! We're glad that your son loves these amazing 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 Paikasoa,



We're glad that you like the sound quality of the headphones. It's unfortunate that you are not having a complete experience because of connectivity issues. For optimum performance, make sure that the software version of the headphones is updated (via the Sony Headphones Connect app). Please refer to the troubleshooting steps on this link to help resolve the issue:



https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00097458



Here are the steps to reset and initialize the headphones:



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 to restore factory settings:

-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.



If 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.



Sincerely,



-Ralph

Hi Harrylander12, We're thrilled to hear that you feel the WH-1000XM4 is the best headphones you've owned.  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 techyguy,

Great! We're glad that your investment is worth it. 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.

~Ralph

Hi Andy, thank you for sharing your feedback. We're sorry to hear the Sony - WH1000XM4 didn't provide the comfort you were looking for. We know how important that is, especially for long listening sessions. While it's unfortunate they weren't the right fit for you, we truly appreciate you giving them a try. Your input helps us continue to improve, and we hope you'll consider Sony again in the future! Best regards, -Dominick

Hi jc1124, that's great to hear. We're glad that your friend loves the 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! Erin

Hi krishna, We're very grateful for this positive feedback! 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. Jay

Hi Jude, Excellent! Glad to know you're enjoying your new Sony WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear 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 Sree,

Great! We're glad that you are enjoying these amazing 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 JSChowhan. Great buy! We are glad that you are enjoying your newest noise canceling 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! Erin