Customer Ratings & Reviews

Hi Ase117a,

Thank you for the review. We're sorry to hear what happened with the Bluetooth of your headphones. To isolate the issue, initialize the headphones to restore factory settings and try again. Here's the link on how to.

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If that does not work, update the headphones via Sony Sound connect app. A firmware update improves the functionality and features of your device. It can provide fixes to any performance issues that may occur.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

If the issue is unresolved, service might be required. To further assist you, we recommend visiting our Eservice website to locate a repair center near you.

https://us.esupport.sony.com/support/s/service?language=en_US

Regards,
David

Hi AK40, Excellent! We're glad that you're 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 Zach,

We are sorry to hear about your concern with your Sony wireless headphones. When wearing your WH-1000XM5 headphones, please make sure to adjust the length of the slider where the headband touches the top of your head and also adjust the orientation of the units to have a more comfortable listening experience. Please refer to this link for more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html. If you are not using them, you can also set them in the supplied carrying case: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534705.html. We take all user input seriously and will make sure your comments reach the appropriate person. Should you need further assistance, you can email us at socialsupport@am.sony.com.

Sincerely,
Vincent

Hi DannyA, We are sorry to hear about your experience with the WH-1000XM5 headphones. We would like to reach out to you and provide assistance regarding your headphones.

May we contact you to help? 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:
Username:
Telephone Number:
Model Number:
Issue:
Case ID:

Regards,
Carl

Hi JordiBeltre, We are sorry to hear that the WH-1000XM5 did not meet all of your expectations when it comes to sound quality. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, please try the troubleshooting steps on our help guide link to isolate and troubleshoot the issue.

Low sound quality, or noise or unusual sound can be heard.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

For the sound quality
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534501.html

Also, check that the headphones are running on the latest firmware version. The software includes key features, applications, bug fixes, and feature improvements.

If you need further assistance, please email the below information to socialsupport@am.sony.com.

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

Regards,
Carl

Hi Lewis,

We regret to learn the you've had experienced difficulties with the touch controls and charging issues with your Sony unit. This is not the experience we want you to have.

It's also unfortunate that the unit had to be returned. We could've walked you through with some troubleshooting and offer assistance with our product.

We hope you will consider Sony again in a future purchase. Thank you for the feedback.

Sincerely,
Jess

Hi Mango,

Thank you for reaching out to us with your concern. We appreciate your positive feedback on the majority of the features, but we regret to learn about the issue you encountered with your headphones. This is definitely not the quality or durability we aim to deliver to our customers. Sony commitment to customer satisfaction is our top priority and the WH-1000XM5 were tested and build to last.

Please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.

If you still have the unit, 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:
Sony Model Number:
Additional Information regarding your experience with the WH-1000XM5:

We value your feedback and aim to restore your trust in Sony.

Sincerely,
Jess

Hi Kukgj, We're sorry to hear that you find the headphones uncomfortable and hurt your ears. 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?utm_source=glean

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 SylvesterM,

Thank you for reaching out to us with your concern. We sincerely apologize for the issues you are experiencing with your WH1000XM5 headphones. This is not the experience we strive to provide, and we are eager to help improve the situation. We also appreciate your efforts in troubleshooting.

To ensure optimal performance, please verify that your headphones are running the latest software version through the Sony Headphones Connect app. For more information, you can visit the following link:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

In order to assist you further, we would appreciate more details regarding the issue you are facing. Are your headphones not producing sound, or is the problem related to the microphones?

Please send an email to socialsupport@am.sony.com with additional information regarding your experience with the WH1000XM5, along with the details listed 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.

Name:
Username:
Model Number:
Telephone Number:

Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.

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

Thank you for your patience, and we look forward to improving your experience!

Sincerely,
Maria

Hi pjoo, We're sorry to hear about your headphones. This is definitely not what we wanted you to experience. For the charging issue, please follow the steps on our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html

If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :

Full Name:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:

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

Sincerely,
-Craig

Hi Manuel, we're truly sorry to hear about your experience with the Sony - WH1000XM5. We'd like to help you by giving you some recommendations that can improve the sound quality for you:
1- Set the Sound Quality Mode to "Priority on sound quality" using the Sony | Headphones Connect app
2- Set the 360 Reality Audio function, as well within the app
3- Use the equalizer setting to adjust the sound to your preference
We hope those recommendations can help you to get the best sound quality on these headphones and we also appreciate the feedback about their weight. We know comfort is important while using the headphones and will be sure to pass this along to our development team. Thanks for considering Sony products! Regards, -Dominick

Hi Mpankaj, Wonderful! We're glad that your father loves his 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 Jonathan, 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 TomM, Awesome upgrade! 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 Haziq, thanks for choosing and purchasing our product. We're sorry to hear that have an issue with the supplied accessory of your SONY unit. This is not the experience we want your to have. Please isolate the issue by following this link:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html?search=charging

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

~Earl

Hi kltmom, Amazing! We're pleased to hear that you like the sound quality, features, 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 Xytbx1, We are sorry to hear that the WH-1000XM5 did not meet all of your expectations and had to return the unit. We appreciate your input and we hope that we get to provide a better experience for you next time.

Thank you for considering Sony!

Regards,
Carl

Hi RonaldS, Excellent! We're glad that your are satisfied with your purchase. 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 Radvak, Awesome! We're pleased to hear that you are satisfied with your purchase. 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 Jose, thank you for taking the time in writing your experience with your headphones. We regret to hear the headphones broke within a year of use. 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:
BBY Username:
Telephone Number:
Additional Information regarding your experience with the WH1000XM5

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

Sincerely,
Erin