Customer Ratings & Reviews

Hi DimitriP, While we are glad to hear that you are happy with the features of the WH-1000XM5, we are sorry to hear that it did not meet all of your expectations when it comes to the sound quality and had to return the unit. We hope that you consider Sony again in your future purchases!

Regards,
Carl

Hi PHATBEETZ, Awesome! 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 Ismael, 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 ThomasA,

Thank you for sharing your feedback with us. We sincerely apologize that our WH-1000XM5 headphones did not meet your expectations, leading you to exchange them for another brand. This is certainly not the experience we aim to provide.

We understand your concerns regarding the Active Noise Cancellation (ANC) and build quality in comparison to the WH-1000XM3 and WH-1000XM4 models. The WH-1000XM5 was intentionally designed to be lighter and more comfortable for prolonged use, which may result in a different sensation than its predecessors. Despite this, we remain committed to upholding high standards of performance and durability.

Furthermore, the WH-1000XM5 headphones are equipped with two processors that manage eight microphones, delivering unparalleled noise cancellation and outstanding call quality. They also feature a newly developed 30mm driver, DSEE Extreme, and Hi-Res audio support, ensuring an exceptional audio experience. Our Voice Pickup Technology utilizes four microphones specifically calibrated to capture only your voice, providing clear and crisp calls.

Your feedback is invaluable to us and plays a crucial role in enhancing our products. We apologize for any inconvenience caused and hope you will consider Sony for your future audio needs.

Sincerely,

Romeo

Hi Gevin, Excellent! We're glad that you like the sound quality, noise canceling function, and overall quality 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 WLeeP, 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 dadon12, Awesome! We're glad that you are enjoying the audio quality 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 Anza, That's really cool! We're thrilled to hear that you feel the WH-1000XM5 the best sounding headphones that you've owned. It's good to know these are perfect for your lifestyle and you're enjoying the excellent noise cancellation and sound quality of our industry-leading, Noise Canceling headphones 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 leaving us such a wonderful review! Thank you so much for your purchase! -Jess

Hi Sarah, 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 LittleMac, we are sorry to hear that the setup process for the WH-1000XM5 headphones wasn't as smooth as you expected. We always aim to provide products that are both high-quality and user-friendly, and we regret that your experience didn't reflect that.
If you ever consider giving them another try, we'd be more than happy to guide you through the setup process step by step. Your feedback is valuable and helps us improve, thank you for sharing it. Regards, - Dominick

Hi Isaa, 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. -Carl

Hi SonySucks, We apologize for the inconvenience that you experienced with your Sony WH1000XM5. This is definitely not the quality or durability we aim to deliver to our customers. Please allow us to help you and investigate this issue further. For further assistance, please reach out to our Sony customer support team, providing details about your concern and contact them through this link: https://us.esupport.sony.com/support/s/service?language=en_US.

Or email us at socialsupport@am.sony.com with the following details:

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

Regards,
Sam

Hi Trey, Awesome! We're glad that you like the sound quality, slick and comfortable design. 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 XPDR, Awesome! We're pleased to hear that you are enjoying 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 Armo, thank you for choosing and purchasing our newest industry-leading noise canceling headphones. We're sorry to hear that you have an issue with your SONY unit. We would like to check your file so we can better assist you.

Please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number: Case Number:

~Earl

Hi Astonic,

Thank you for taking the time to review your WH-1000XM5 headphones. We're sorry to hear that you have an issue regarding the build quality of your Sony unit. 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 elegant design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear.

If you require additional assistance regarding your concern, you can email us at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

Regards,
Jess

Hi Rich, thank you for reaching us out. We regret that the WH1000XM5 did not fully meet your expectations. This is definitely not the experience we'd like you to have. 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: Model Number: Additional Information regarding your experience with the XM5 We are sorry for the inconvenience and hope to speak to you to resolve this matter. Regards, Erin

Hi gonti,

We are sorry to hear about your concern with the sound quality of your Sony headphones. We can isolate and hopefully resolve this issue by following the guide from this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html. Do not forget the update the firmware of your unit to improve their performance: https://www.sony.com/electronics/support/wh-1000xm5/software/00278246.

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

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Vincent

Hi Miguel,

Thank you for your review. While we are glad that you like the superb sound quality of our WH-1000XM5, we are really sorry if you find these headphones uncomfortable to wear. The WH-1000XM5 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. You may try adjusting the headband slider so that they cover your ears and have more personalized comfort. For more details, please refer to the following link:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html

And for the noise canceling, the article below will help improved this feature:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

If there's something we can do to help or you need more technical assistance/information with our product, 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:
BestBuy Username:
Model Number:
Issue:
Telephone Number:

We appreciate you and your input, and thank you so much for choosing Sony.

Best regards,

Romeo
Sony Social Support