Customer Ratings & Reviews

Hi stanley,

We're sorry if the noise canceling feature of our WH-1000xM4 didn't live up to your expectations. 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 you haven't tried yet, please follow the troubleshooting steps below to isolate the problem:

• Make sure that the noise cancelling function is turned on.
• Adjust the headset into a comfortable position.
• 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.
• When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions. To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
• With the “Sony | Headphones Connect” app, check the setting of [Ambient Sound Control]. If it is set to [Ambient Sound], the effect of noise canceling is reduced. Set it to the noise canceling mode.
• Check with the “Sony | Headphones Connect” app whether the function of the NC/AMB button is set to [Ambient Sound Control].

If the issue persists, please refer to the following article:
https://www.sony.com/electronics/support/articles/00267839

I hope this helps.

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

Name:
Sony Username:
Model Number:
Issue/Concern:
Telephone Number:

We value your input, and thanks for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi NadiaG, Thank you for your review. We are glad to hear that you are enjoying your WH-1000XM4! For the headphones slipping off, please ensure that the headband is properly adjusted to fit snugly on your head. Sometimes, a tighter fit can prevent the headphones from slipping.

Regards,
Carl

Hi Ron62, Thank you for sharing your feedback! We are so glad to hear that you are enjoying your new WH-1000XM4! To further enhance your listening experience, please make sure to download our Sony Headphones Connect app. There you can adjust your headphone setting and equalizer to your preference! Thank you for choosing SONY! -Carl

Hi Mxm11, We're very happy to hear this 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 AbdielR, Thanks for reaching out and we're sorry to hear that your Sony Wireless headphones are not charging. Let us help you fix this problem. Please make sure to use the supplied USB Type-C cable. Check that the USB Type-C cable is firmly connected to the headset and the USB AC adaptor or computer and make sure that the USB AC adaptor is firmly connected to the AC outlet.

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 hope to speak with you to resolve this matter.


Sincerely,
-Craig

Hi DestinyF, Fantastic! We're thrilled you like the industy-leading noise cancellation and great sound quality of your Sony WH-1000XM4. 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 Steve,

Amazing! We're thrilled 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 Baldeagle, Thank you for upgrading to your new Sony WH-1000XM4 headphones! Good to know you like the lightweight and slick design of your new 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 Santana,

We're glad that your patience has paid off. 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 Bingus, That's awesome! We're glad you like the premium quality and excellent sound of your Sony WH-1000XM4. 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 Royela,

You made the right choice! We're thrilled 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 Sarah, 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 Cody, Awesome! We are 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 RancesEarphone,

Good to know that these headphones were a perfect gift for your husband. 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 JosephB,

Thank you for bringing your connection issue to our attention and sharing your honest feedback. We understand how disappointing it is when you can’t easily connect your WH-1000XM4 headphones using the Sony | Headphones Connect app, and we sincerely apologize for the frustration.

We want to help you restore the smooth connection you expect. Please follow these two steps, which are highly effective for resetting the connection:

1. Completely uninstall the Sony | Headphones Connect app from your device, then restart your phone/tablet. Re-download and reinstall the app from the official app store. This clears old cached data and ensures a fresh setup.,

2. Reset the headset: While the headset is connected to a charging cable, press and hold both the (power) button and the CUSTOM button (or NC/Ambient button) simultaneously for about 7-10 seconds.

After performing these steps, try connecting your headphones with the app again.

If the connection is still not performing correctly, we strongly encourage you to contact our dedicated technical support team. We can walk you through further diagnostics, and provide personalized assistance to get you connected.

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

Thank you for considering Sony!

Regards,
Dominick

Hi SusanaL,

Thank you for your feedback. We sincerely apologize for the difficulty you've had connecting your WH-1000XM4 headphones to your Apple phone and Android tablet.

Before you start, make sure the headphones are sufficiently charged and are within 3 feet (1 meter) of your phone or tablet.

1. Activate Pairing Mode: Press and hold the (power) button on the headset for about 7 seconds.
2. Confirm Pairing Mode: Check that the indicator light (blue) repeatedly flashes twice in a row. You will also hear the voice guidance say, “Bluetooth pairing.”
3. Select on Your Device: Open the Bluetooth settings on your Apple phone or Android tablet.
4. Find the Headphones: Look for [WH-1000XM4] in the list of available devices and select it.
5. Connection Complete: If prompted for a Passkey, enter "0000". You will hear the voice guidance confirm the connection by saying, “Bluetooth connected.”

-For full, step-by-step pairing instructions, please visit this guide: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752780.html

-If you wish to use the headphones with both your phone and tablet simultaneously (multiple device connection), please refer to this guide: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752783.html

If you follow these steps and still have trouble connecting, we highly suggest contacting our technical support team here:

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

Thank you for considering Sony products!

Regards,
Dominick

Hi GCris, Awesome! We are 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 gardenb,

Perfect! We're glad that you like the noise canceling function, sound quality, and design 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 maRiogUy, Awesome! We are glad to hear that you are happy with 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 Bori, Thank you for the 5-star rating! We're glad you like 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