Customer Ratings & Reviews

Hi GreatProduct,

You made the right choice! The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony!

-Ralph

Hi Ascendedthor, Awesome! We are so glad to hear that you are happy with your new WH-1000XM5 headphones! From airplane noise to people’s voices, our WH-1000XM5 wireless headphones with multiple microphone noise cancelling keep out more high and mid frequency sounds than ever. And with Auto NC Optimizer, noise cancelling is automatically optimised based on your wearing conditions and environment. The specially designed 30mm (precision-engineered) driver unit with light and rigid dome using carbon fiber composite material improves high frequency sensitivity for more natural sound quality. Sony unique technologies include a premium lead-free solder containing gold for excellent conductivity, Fine Sound Resistor for even power distribution, and optimised circuitry for an improved signal-to-noise ratio to ensure clear, consistent sound. Regards, Carl

Hi BigDaddyCool,

We regret to hear that you were not satisfied with the headphones. Sony's commitment to customer satisfaction is our top priority. For optimum performance, it is recommended to install the latest software version of the headphones (via the Sony Sound Connect app). Use the Bluetooth device to re-establish the connection. Select HFP or HSP for the profile. You can also check your source device or the app that you are using for mic sensitivity if available.

Thanks again for sharing your review and we hope you will consider Sony for your future purchases.

-Ralph

Hi JeremieR,

We appreciate your honest feedback and are sorry to hear that the WH-1000XM5 didn’t meet your expectations. Comfort and sound quality are important, and we’d love to help you get the best experience possible.

If you’re finding the sound quality to be lower than expected, adjusting the settings in the Sony | Headphones Connect app might help. You can modify the Equalizer, enable DSEE Extreme for enhanced sound, and explore other audio adjustments here: helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534533.html.

Additionally, we recommend checking for a firmware update, as updates can improve performance and address certain issues: sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246.

We appreciate your feedback and hope this helps!

If the problem persists after trying these steps, we recommend reaching out to our product support team via phone call at 239-245-6354 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US Hours of Operation: Monday - Friday 9:00 am - 9:00 pm ET Saturday - Sunday 10:00 am - 8:00 pm ET

Best,
Maria

Hi YungweiT, Fantastic! Good to know you like the durability and overall performance of your Sony WH1000XM5.
The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony! -Sam

Hi LeahK, Thank you for your feedback on the WH-1000XM5. We appreciate your comments regarding the noise-canceling performance and the creaking noise from the headband and headphone cups.
Regarding the noise-canceling feature, while it is designed to effectively reduce a wide range of ambient sounds, certain frequencies, such as voices, can be more challenging to cancel out completely. We are continuously working on improving our technology to provide a better experience.
As for the creaking noise you mentioned, this is not typical behavior for our headphones. It could be due to a variety of factors, including the fit or movement of the components. We recommend ensuring that the headphones are properly adjusted to fit your head. If the issue persists, please consider reaching out to our customer support team at https://us.esupport.sony.com/support/s/service?language=en_US for further assistance. Or email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Sam

Hi Cameron, Amazing! We're glad to hear that you like the fit and excellent noise cancellation of your Sony WH1000XM5. We also appreciate your feedback that these headphones are unusable when charging. Please note: When the headset is connected to an AC outlet or computer, all operations such as turning on the headset, registering or connecting to Bluetooth devices, and music playback cannot be performed.


The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony! -Sam

Hi Techsaaaavvy, We're sorry to hear about the sound issue. We apologize for the inconvenience. We recommend re-connect the Bluetooth device to the headset once again. Turn up the volume of the headset and the connected device. If you are unable to resolve your concern, Reset the headset. Initialize the headset, and pair the headset and the device again. Connect the smartphone with the “Sony | Headphones Connect” app installed and the headset via Bluetooth connection. Select the Equalizer setting and Customize the Equalizer setting. Please refer to this video for more details: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00285909

In any case that you need our assistance, please email the below information to socialsupport@am.sony.com or chat with us from Sony’s e-support webpage. 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-1000XM5/B:

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,
Jay

Hi Victoriabp, We're sorry to hear if you feel like the battery doesn't last long. If you set the following functions, the available operating time of the battery becomes short.

DSEE Extreme
Speak-to-Chat
Equalizer
Function to launch the voice assistant by your voice
Sound quality mode during Bluetooth playback: Priority on sound quality
Service Link
Noise canceling function
Ambient Sound Mode
If you run the above settings at the same time, the available operating time of the battery becomes even shorter.

If the headset is not used for a long time, the rechargeable battery usage hours may be reduced. However, the battery life will improve after charging and discharging several times. If you store the headset for a long time, charge the battery once every 6 months to avoid over-discharge.
It is recommended to charge in a place with an ambient temperature between 15 °C and 35 °C (59 °F - 95 °F). Efficient charging may not be possible beyond this range. If the problem persists, consult your nearest Sony dealer.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541091.html?search=battery%20life

Sony takes into consideration all feedback to improve the performance and quality of our products. We're always looking to make Sony better.

Should you need further assistance, please email us at socialsupport@am.sony.com.
Regards,
Erin

Hi dranizle, Great choice! We are glad to hear that you are enjoying your new WH-1000XM5 headphones! These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. Thank you for choosing Sony! -Carl

Hi Mahd, We're glad that you are enjoying your new headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi Kevin, While we are glad to hear that you are happy with the overall performance of your WH-1000XM5, we are sorry to hear that it did not meet all of your expectations. A simple walk in the park or light workouts shouldn’t be of concern for the WH-1000XM5. For more serious workouts, we suggest our headphones specifically designed for that task like the WF-C500s and the WF-1000XM4s.

Regards,
Carl

Hi ErikR, While we are glad to hear that you are happy with the sound quality and controls of the WH-1000XM5, we are sorry to hear that you had issues with comfort and had to return the unit. To get a more comfortable fit for the WH-1000XM5, you can adjust the slider to a length where the headband touches the top of your head. You can also adjust the orientation of the left and right units so that the earpads fit snugly all around your ears.

Thank you for your honest review and we hope that you consider Sony again in your future purchases.

Regards,
Carl

Hi LawrenceN,

Thank you for telling us about your experience with your WH-1000XM5. We appreciate your feedback regarding the breathability of the unit. Because the headphones achieve a tightly-sealed over the ears, this may tend to restrict airflow, trap heat, and cause the ears to get hot and sweaty, especially when worn during the warmer days of the year. Unfortunately, the headphones are not waterproof. Please be careful when using the unit in the rain or snow, in humid locations or when using the unit while you are sweaty. If sweat or condensation accumulates on the WH-1000XM5 sensor, this may not work flawlessly. At that point, it's good to air out and clean your headphones.

The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thank you for sharing your feedback! -Jess

Hi DustynE, Awesome! We're glad that you are enjoying your new headphones. The XM5 is perfect for travelling! The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

That's awesome, GloriaK! We're glad that your son enjoys his new Sony XM5 headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. -Craig

Hi TerryT, Great choice! We are glad to hear that you are enjoying your new WH-1000XM5 headphones! These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. Thank you for choosing Sony! -Carl

Hi KimR, Great choice! We are glad to hear that you are enjoying your new WH-1000XM5 headphones! These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. Thank you for choosing Sony! -Carl

Hi danimal, Awesome! We're glad that you are enjoying your new headphones. We'll take note of your feedback when wearing stocking cap. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin