Customer Ratings & Reviews

Hi Goose, Great! 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 JamesP, 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 Bryan, Great! You definitely made the right choice. We are extremely pleased you are enjoying the superb sound quality and noise canceling feature of your WH-1000XM5. 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 choosing Sony! -Jess

Hi RoxanaR, Great! We're pleased to hear that you are enjoying 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 hanna, Awesome! We are so glad to hear that you are happy with 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 Cccc, We are sorry to hear about that the top of your head hurts.

This is definitely not the experience we'd like you to have. Sony takes into consideration all feedback to improve the performance and quality of our products. We're always looking to make Sony better. With that being said, we'd love to help you and troubleshoot your problem and hopefully turn your experience around.

There are different reasons why your ears may hurt when putting on or wearing headphones such as:

Under certain environmental conditions, especially when the air is very dry, it is not uncommon to experience a slight static electricity discharge or mild shock when your body comes in contact with another object, in this case the ear buds touching your ear(s). The energy from this natural discharge is extremely small and was not generated by your product but rather a natural environmental occurrence. There is no safety issue with the product itself.
You may be experiencing a symptom called listener fatigue. That is where your eardrums work hard to manage the volume that flows through your ear canal. The louder the volume, the bigger the strain on your eardrums, which then causes the feeling of fatigue. Note: Try lowering the volume or take a break from wearing them for a while.
How long have you been wearing the headphones? The longer you wear headphones, the more your ears may hurt. Note: You may need to limit your headphone usage.

Ref: https://www.sony.com/electronics/support/articles/00015243

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 MingL, 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 TJBR, We regret to hear that the sound quality did not meet your expectation and this do not fold down. We understand that each of us has different listening preferences and that is why we included ways to customize the audio quality to suit your liking using the Headphones Connect app. Please ensure you have it downloaded. We also recommend ensuring the software version is updated. You can also verify the software using the Headphones Connect app.

Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534511.html

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

Sincerely,
Erin

Hi JasonB, we regret to hear that the headphones had to be returned. There is a physical button on the WH1000XM5s. It is labelled NC/AMB. Tapping this button will switch from noise canceling to ambient sound mode. You also have full control of the noise canceling/ambient sound in the App.

Your feedback is highly appreciated. We hope that you'll consider Sony in your future purchase.


Regards,
Erin

Hi BBRFL, We are sorry to hear that the WH-1000XM5 did not meet all of your expectations. For better audio quality on the XM5's please try these suggestions using the Sony Headphones Connect App.

Adjust the Equalizer Settings: Use the Sony | Headphones Connect app to adjust the equalizer settings. You can experiment with different presets or create a custom EQ setting that suits your preferences.

Enable DSEE Extreme: In the Sony | Headphones Connect app, enable DSEE Extreme (Digital Sound Enhancement Engine) under the Sound settings. This feature helps to improve the quality of compressed audio files by restoring high-range sound.

Use LDAC Codec: Ensure that LDAC is enabled on your phone's Bluetooth settings for the headphones. LDAC allows for higher quality audio streaming over Bluetooth. You can find this setting in your phone's Bluetooth options for the WH-1000XM5.34

Check Audio Source Quality: Make sure that the audio files or streaming quality settings are set to high. For example, in Spotify, you can set the streaming quality to "Very High" in the app settings.

Disable Other Equalizers: If you are using any other equalizers in your audio streaming applications, it might be best to disable them and let the headphones' built-in processing handle the audio enhancement.

Adjust Dolby Atmos Settings: If your device supports Dolby Atmos, you can try changing the settings from Auto to Music, which might improve the audio experience.

Should you need assistance with your Sony product, please contact us for help.

Send us an email at socialsupport@am.sony.com using the format below.

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:
Username:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi WhatAwaste,
Thank you for your time writing this review. We're sorry to hear if you feel that the volume is not great and if the headphones is falling off your head. Allow us to help make this a better experience.

Depending on the connected device, the volume may not sync with the headphones. If this is the case, you may not get the desired volume by adjusting the headphones volume. Try using a combination of the headphone volume and the volume of the connected device. Note: If you use the Sony | Headphones Connect app users, adjust the volume on both the app and the connected device.

If the headphones is falling off your head, this may be resolved by wearing the unit properly.
Check the left and right units of the headset.
Extend the slider to its full length before putting on the headset.
Put on the headset with the earpads fitting snugly over your ears.
Adjust the slider to a length where the headband touches the top of your head
Adjust the orientation of the left and right units so that the earpads fit snugly all around your ears.
If you put on the headset without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort or a weak noise canceling effect.

Should you need further assistance, feel free to contact us by sending an email to socialsupport@am.sony.com with the following:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We are sorry for the inconvenience and hope to speak to you to resolve this matter. - Kris

Hi JAGame, Great! We're glad that you like the noise canceling function of 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. Thanks for choosing Sony. Erin

Hi GarrettB, 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 Marcus300, Awesome! We're glad that you like the sound quality of 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 ErickG, thanks for choosing and purchasing our product! Good to hear you are enjoying the comfort of the WH1000XM5. We understand your feedback regarding the sound level of your Sony unit. We'd like to turn your opinion around regarding the WH1000XM5. Please turn up the volume of the headset and the connected device. Connect the Bluetooth device to the headset once again. You can follow this link for more details:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/search/search.html?search=low%20sound

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:

~Earl

Hi iisic, Great! We're thrilled to hear that you are enjoying your new headphones. You can also adjust the volume level of the connected device to get the desired loudness. 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 Ron62, Amzing! We're happy 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 dustinw, Awesome! We're happy to hear that you like the sound quality, comfort, noise canceling function, features, and ease of use. We're sorry if headphones cannot be collapse/fold. We'll take your feedback very seriously and will pass this to the appropriate department here at Sony.

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 DoubleA, Great! 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