Customer Ratings & Reviews

Hi KeithB, Awesome! We are so glad to hear that you are happy with your new 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 DrewB, Great! We're glad that you like the sound quality and noise canceling function. 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 user435036,

Amazing! We are truly delighted to know your satisfaction with the incredible sound, crystal clear call quality, and very comfortable fit design of these 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 very much for the perfect star review and for choosing Sony!

- Romeo

Hi Prasanth, Awesome! We are glad to hear that you are enjoying your new WH-1000XM5! 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. -Carl

Hi Wheels12 Great! We're glad that the headphones fit comfortably. We're also happy to hear that you love everything about these 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 Okirk, We're glad that you like the noise canceling function of the WH1000XM5. We have increased the number of microphones from 2 to 4 that capture your voice. The WH1000XM5s are calibrated to only pick up your voice even in a noisy area. These changes result in crystal clear calls on the 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. Erin

Hi Camila, while we're glad that you like the sound, we are sorry if the features did not meet your expectations and these don't fold. Your feedback is extremely important to us and is very much appreciated.

The Quick Attention Mode might be activated. This function turns down music, call sounds, and the ringtone to allow ambient sound to be easily heard. It is useful when you want to listen to train announcements, etc.

If you still hear outside noise, the effect of noise canceling may not be sufficient. In this case, we recommend following the steps here:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html


I hope this helps but if you still need assistance, do not hesitate to drop us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi Krys, While we are glad to hear that you are happy with the sound quality and noise canceling of your new headphones, we are sorry to hear that you are experiencing difficulties with the WH-1000XM5. We'd love to help out and make this a better experience for you. In the meantime, please check our help guide link on wearing the headset. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html

Should 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:
Model Number:
Issue:

Regards,
Carl

Hi Alex, While we're glad that you like the sound quality and comfortable to wear, we regret the noise canceling function did not meet your expectations. This is definitely not the experience we'd like you to have. Allow us to help and turn your experience around.

You have the ability to fully control the noise canceling and ambient noise feature within the Sony Headphones Connect App. Please ensure you have it downloaded from the App Store. In addition, you may also follow the steps below if the noise canceling effect is not sufficient:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi BetterCallMerks, Awesome! We are glad to hear 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 james, We're glad that you are enjoying your WH1000XM5. We appreciate your feedback and thank you so much for choosing Sony. Erin

Hi SJM23, We're sorry to hear this. This is definitely not the experience we'd like you to have.We'd love to help troubleshoot your problem and turn this into a better experience. First, please ensure the software is updated. You can check and verify the software using the headphones Connect app. To troubleshoot noise canceling effect, please follow the steps here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

We' appreciate all of your feedback as it help us improves our products. Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi KrystalS, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the sound quality of your Sony unit. Please isolate the issue by following this link:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

Thanks for choosing Sony! ~Earl

Hi DesM,

Thanks for sharing your review and experience with the WH1000XM5. We're glad that you like the sound quality and amazing features of the headphones. Your feedback about the earpads is greatly appreciated. For optimum fit and comfort, make sure that you are wearing the headphones properly. You can also adjust the headband depending on your head shape. You may find these links helpful:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00282845

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&category=headphones

Sincerely,
-Ralph

Hi CB0710,

Thank you for the purchase! We're glad to hear that the recipient is happy with the headphones. We appreciate the recommendation and thank you for choosing Sony!

-David

Hi user649263, We're glad that you like the sound quality. If the effect of noise canceling is not sufficient, please try the following steps below:

Make sure the noise canceling 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.

For low sound level:
Turn up the volume of the headset and the connected device.
Connect the Bluetooth device to the headset once again.
Reset the headset.
Initialize the headset, and pair the headset and the device again.

Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

For further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi LoganP, We appreciate your star rating and we're glad that you like these headphones. Thank you for choosing Sony. Erin

Hi MartinA, Thank you for giving the WH1000XM5 a perfect rating!
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 user610233, Great! We're thrilled to hear that you're satisfied with your purchase. Your recommendation means a lot to us! 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 rattlerp, Fantastic! We're glad that you are enjoying your new headphones. While the WH1000XM5 units don’t have an IPX rating, you can still use these for your workouts. For more serious workouts, we suggest our headphones specifically designed for that task. Check out our WF-C500s and the WF-1000XM4s. We value you as a customer and will pass along your request for future product development.

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