Customer Ratings & Reviews

HI Rfees33, We regret to hear that the sound quality did not meet your expectations. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem. If you haven't tried it yet, please ensure you have downloaded the headphones connect app. It has an equalizer that you can use to fine-tune your music.

We also recommend checking some troubleshooting steps on the Help Guide for sound related concern: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.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 Malbi, Awesome! We are so glad to hear that you are happy with 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. -Craig

Hi Soren,

We're sorry to hear about your experience. Not being able to pair your headphones right after purchase is definitely frustrating, and the charge mentioned is concerning. This isn't the level of service we aim for.

To address this concern, please reset them by following the instructions in the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Then, perform factory reset. The steps are in the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

Additionally, make sure they have the latest firmware version installed. Check this out for more details: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

We hope this helps. Thanks for considering Sony Products.
-Eliab

Hi Sjbs, Thanks for leaving us such a great review on the WH-1000XM5! We are really delighted to hear your son is satisfied with the great noise cancellation and incredible sound quality of his new WH-1000XM5 Wireless Noise Cancelling 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. You deserve a pair of WH-1000XM5s for that! Thanks for choosing Sony! -Jess

Hi Ashthompson90,

Thank you for the review and we appreciate your feedback. Take note that the sound quality and noise canceling will depend in the source, battery, and environment that you're playing. It is unfortunate that the headphones had to be returned. Thank you for sharing your experience and we hope you will consider Sony again in a future purchase.

-David

Hi Great, We're pleased 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 MaxB, We appreciate your feedback nd we're glad that you like the noise canceling function. You can customize the sound using the EQ settings on the Help Guide to fine-tune your music. 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.

For further assistance, please email us at socialsupport@am.sony.com.

Thanks for choosing Sony. Erin

Hello, CarlosM. Thank you for sharing your feedback! The WH-1000XM5 Wireless headphones were designed to be ultra-comfortable, up to 30-hour battery life with quick charging, noise cancelling and magnificent sound, perfect for relax and enjoy your music with no distractions. If the sound is too quiet, ensure that the volume on the connected devices and the headphones is turned up to an adequate level. Also, we're aware how important is a healthy life, this is why in Sony we have some other portable audio products that can adequate to your active routine. Thank you for choosing Sony! -Jenn

Hi wrl2020, Awesome! We're pleased 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 ShelbyU, We're thrilled 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 Guzi, Thank you for sharing your feedback on your experience with your WH1000XM5. While we're glad you like the amazing sound quality of the unit, we regret to hear you're having some heat discomfort when wearing the headset due to the tight seal over the ears.
If you put on the headset without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort.
To ensure a comfortable fit and to use the unit for longer periods, please adjust the left and right slider. This unit also has super-soft, pressure-relieving earpads foamed urethane that evenly distributes pressure.

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 forsurebro, We're sorry to hear about your concern. We apologize for the inconvenience. Because the headset achieves a tight seal over the ears, forcibly pressing it against your ears or quickly pulling it off can result in eardrum damage. When wearing the headset, the speaker diaphragm may produce a click sound. This is not a malfunction.

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 WH1000XM5:

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 PickyOctopus,
Thank you for your time writing this review. We're glad to hear you like the WH1000XM5 headphones. However, we are sorry if you can't use the 360 Reality Audio feature with most apps. Please note that not all apps are design to support this feature. If the app does not have the access to provide 360 Reality Audio content, the feature will not be available within the app. While the WH1000XM5 are capable of delivering this feature, it's possible that certain compatibility requirements need to be met. This may involve firmware updates or specific settings within the app or the headphones themselves.

For more information about this feature, please refer to these links below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000536374.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00233344

In case you have additional questions or need assistance with your headphones, 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:

With our WH-1000XM5 headphones, you can enjoy magnificent sound quality which is engineered to perfection and have a battery life that can last up to 30 hours with quick charging (3 min charge for 3 hours of playback). With 8 total microphones, these headphones are our biggest step forward in noise canceling technology. For everyday convenience, just Speak-to-Chat and Quick Attention mode stop your music and let in ambient sound. Thank you for purchasing SONY! - Kris

Hi MarcusR, We're glad that you like the sound quality of your headphones. Please ensure you have downloaded the headphones Connect app. You can use the EQ on the app to fine-tune your music. 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 YodelyO,

It's concerning to hear you're not having a good experience with your WH-1000XM5 headphones, particularly with the volume level, and that you encountered an issue with the exchange window. We want to ensure you're getting the best possible performance from your Sony product.

Here are a couple of things you can try:

Check both the headphone and source device's volume levels, ensuring both are turned up.

Try resetting your headphones. Here is a link with more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Ensure the headphones' firmware is up to date. Check this out: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

If these steps don't resolve your issue, please reach out to our dedicated support team directly through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

They have the expertise to check further and check for available options.

Thanks for considering Sony products.
-Eliab

Hi GustavoN, 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 Johnny, while the WH1000XM5 units don’t have an IPX rating, These can be used in the gym for workouts. For more serious workouts, we suggest our headphones specifically designed for that task. Check out our WF-C500s and the WF-1000XM4s.



If this does not help, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi Muffin, we're glad you like our product. We understand your feedback regarding the bass of your SONY unit.

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. ~Earl

Hi Jhajha,

While we're glad you like the exceptional noise cancelling and sound quality of the headphones, it's unfortunate to hear that you're hearing unwanted noise on your headphones. This is definitely not the experience we'd like to hear from you. For noise or unusual sound that is heard during calls, re-establish the connection between the headphones and your source device. Select HFP or HSP for the profile. We also recommend updating the headphones on the latest firmware version. The software includes key features, applications, bug fixes, and feature improvements.

If the behavior still continues, resetting and initializing the headset may help with the troubleshooting. 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.

We regret to know that the unit had to be returned. We hope you will consider Sony again in a future purchase. Thank you for your feedback.

Sincerely,
Jess