Customer Ratings & Reviews

Hello user926174,
While we are happy that you like our WH1000XM4 headphone, we regret to hear that you are having some issues with it. Please allow us to help and troubleshoot this issue. You may check this troubleshooting link to address the concern about the headphone turning off randomly.

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002928786.html#menu

Should you need further assistance, please let us know. 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:
BestBuy Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the XM4:


We're more than happy to assist you.

Regards,
Marco

Hi AnanyaG, Awesome! We are so 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 Hebriewyn, we're glad you like our industry-leading 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. ~Earl

Hi Nonoise,

We're glad that you like the sound quality of the headphones. It's unfortunate that you are not having the best experience with the noise canceling function and when using it for phone calls. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance.

The noise canceling function is effective in low-frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices. Check that the Adaptive Sound Control is turned off. Check the setting of the Adaptive Sound Control on the “Sony | Headphones Connect” app. When the Adaptive Sound Control is turned on, the noise canceling function may become insufficient.

Your feedback when using it for phone calls is greatly appreciated. The headphones feature a Sidetone function. Ambient sounds or the sounds of the headset operation may be heard through the headset. This is not a malfunction.

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 appreciate you and thanks again for shopping Sony!

Sincerely,

-Ralph
Sony Social Support

Hi Nat1,

You made the right choice! 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

Hello Mikey11,
Great! Thank you for sharing your honest review. We are truly happy that you are pleased with the audio quality of our XM4. Thank you for choosing and trusting Sony again! - Marco

Hi CollegeHeadphone,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

Hi Lifetimecardinalfanatic,we're glad you like our newest industry-leading noise canceling 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. For total convenience, WH-1000XM4 headphones can be paired with two Bluetooth devices at the same time. So when a call comes in, your headphones know which device is ringing and connect to the right one automatically. You'll also be able to quickly, smoothly switch your headphones to either of the two devices at the touch of a button. Thanks for choosing Sony. ~Earl

Hi CateC, We are sorry to hear about the issues you are having with the Sony WH-1000XM4 and it had to be returned. This is usually not the case for our Sony WH-1000XM4 headphones nor the experience we want you to have. If the effect of noise canceling is not sufficient or weak, performing the the troubleshooting steps on the link below should resolve the issue.

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

To ensure optimal listening experience, 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

And for touch sensor control panel issues, follow the troubleshooting steps on the link below to resolve the issue.

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html

Also, the speak-to-chat function can be turn on and off without using the app. To enable it, hold 2 fingers to the touch sensor control panel until you hear the voice guidance say, “Speak-to-chat activated”. And to disable the Speak-to-Chat, hold 2 fingers to the touch sensor control panel once again until you hear the voice guidance say, “Speak-to-chat deactivated”.

And to ensure optimal performance. make sure the Headphone are on the latest software.

Sony's commitment to customer satisfaction is our top priority. 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.

Regards,
Sam

Hi RyanG,
Thank you for sharing your experience with the WH1000XM4 headphones. We're truly sorry to hear about the difficulties you've encountered and we appreciate your detailed feedback.
We understand how frustrating it must be to deal with connectivity issues, especially when relying on the headphones for important tasks like meetings.
We recommend ensuring the Bluetooth drivers on your computer are fully up to date. Additionally, our support team may be able to assist you in adjusting priority settings for devices and improving stability.
We'd love the opportunity to work with you directly to troubleshoot these issues further. Please feel free to contact our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We appreciate you choosing Sony and sharing your feedback.
Sincerely,
Stephanie

Hi Mary, Awesome! Thank you for your recommendation! 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 AnnT,

We do apologize for the inconvenience. If the headset is not worn properly, the Ambient Sound Mode may not work correctly. Wear the headset properly. We highly recommend using the Sony headphone connect app regarding your concern. Ambient Sound Mode settings changed with the “Sony | Headphones Connect” app are stored in the headset. You can enjoy music with the stored settings of the Ambient Sound Mode even when the headset is connected to other devices which do not have the “Sony | Headphones Connect” app installed.

If you need 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 PhoneCallsAllDay,

We're glad that you like the sound quality and noise canceling function of the headphones. It's unfortunate that you are already looking to return the headphones because of the call quality. Your feedback is greatly appreciated. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app). If you still have the headphones, these steps may help improve your experience:

-Re-establish the connection between the headphones and your source device. 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.

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:
Additional Information regarding your experience with the WH1000XM4.


Sincerely,

-Ralph
Sony Social Support

Hi boh2133,

Awesome! 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!

Regards,
David

Hi Best, That's great! We're pleased to hear that you are loving 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. Thank you for choosing Sony! Erin

Hi Capsick, Great! You definitely made the right choice. We're truly pleased to hear you're enjoying all the improvements we made on these headphones. Sony’s industry-leading noise cancellation evolves to further immerse you in your music. The addition of Sony’s proprietary HD Noise Canceling Processor QN1 masterfully eliminates the noise around you. Listen all day with up to 30 hours of battery life. Quick charging gives five hours of playback with just a 10-minute charge. To get the most out of your WH-1000XM4, download the Sony | Headphones Connect App. It includes Adaptive Sound Control—which automatically adjusts noise canceling based on your activity and an equalizer—which can be customized to fine-tune your music. Using our advanced noise canceling technology, we designed these headphones so you can block out noise and experience next-level silence. Plus, you have the ability to use the convenient smart features including Quick Attention, Google Assistant/Alexa/Siri compatibility, and touch controls. Thanks for choosing Sony! -Jess

Hi Suede, Thank you for purchasing and choosing the Sony WH-1000XM4. We would like to know more about the concern that you're having with the headphones so we can better assist you.

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,
Sam

Hello user569574, We are glad that you like your new Sony wireless noise canceling 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 choosing Sony! Vincent