Customer Ratings & Reviews

Hi Mady, 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 JnJMom, Great! We're glad that your son is loving the sound quality and noise canceling function of his 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 Sebby, We're glad that you like the overall performance of your new headphones. The XM5 length can be adjusted by sliding the slider to get the best fit.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534513.

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 Jukebox,

It's amazing to hear you are enjoying the excellent noise canceling feature and amazing audio quality of these headphones. We're also sorry to learn if you hear strange popping noises when wearing the WH-1000XM5 headphones in some locations. You may hear a popping sound from the headphones if you are in a place that uses devices that generate ultrasonic waves to deter or eliminate rodents and pests. If you are bothered by these noises, leave the place where the noise or unusual sound is heard or turn off the noise canceling function/Ambient Sound Mode from the “Sony | Headphones Connect” app.

If noise or unusual sound can be heard, please refer to this link for more details: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00278284

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 sharing your feedback and for choosing Sony! -Jess

Hi LaurenS, Thank you for writing your review. We're glad that you like the WH1000XM5. We're also sorry if you're having issues switching from your phone and mac. To troubleshoot the problem, please check the links below:

https://www.sony.com/electronics/support/articles/00249936
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541784.html



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

Hello Boymom5,

Thank you for considering Sony products.

We apologize for the inconvenience you have experienced with your Sony WH1000XM5 headset. We understand how important it is to have a reliable product and regret that this issue has affected your experience.

We recommend reaching out to Encompass for affordable repair options. They will be able to assist you in resolving the issue at a reasonable cost. Please find the repair information for the Sony WH1000XM5 at the following link: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.

Best regards,
-Fred

Hi Jgretty, Thank you for taking the time to review the WH-1000XM5 Wireless Noise Canceling Headphones. 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. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. thanks for choosing Sony! Jay

Hi AWSaeed, Gret! We're glad that you are enjoying the sound 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 George79C, we are sorry to hear that you're having an issue with your headphones. This is definitely not the experience we'd like you to have. We'd love to know more details from you and help you out.

May we contact you to help and get more information? If,
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


I hope this helps.
Sincerely,
Erin

Hi OTownGuy, We're delighted to hear that you like the audio 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

Hello Santhosh,

Thank you for choosing Sony.

We sincerely apologize for the inconvenience you've experienced with the Sony WH-1000XM5. Your feedback is invaluable to us, and we will use it to enhance our shipping procedures. We understand how frustrating it can be to receive the incorrect color, especially after selecting the black option. We suggest reaching out to Best Buy's customer service to request the correct color that you originally ordered.

Best regards,
-Fred

Hi jlacen19, We're sorry to hear about your headphones. It is unfortunate that you are having issues with the hinges of your headphones. This is definitely not the experience we wanted you to have with our premium headphones.

Unfortunately, the limited warranty of your WH1000XM5 does not cover any kind of accidental or physical damage. You may contact our authorized service center (United Radio Service Inc.) for repair options. Please refer to this link:

https://us.esupport.sony.com/support/s/service?language=en_US&cpint=spt-subfooter_prodrepair

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,
-Craig

Hi JackS,

We’re truly sorry to hear about your experience with the WH1000XM5 headphones. Noise canceling should be top-tier, and comfort is essential for long listening sessions.

For the noise-canceling issue, you may want to ensure Adaptive Sound Control is turned off and adjust the NC optimizer for your environment. Here’s a detailed guide on optimizing noise cancellation:  https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

Regarding comfort, adjusting the fit or extending the headband can sometimes help alleviate pressure points. Here are tips for a more comfortable fit: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=wear

If the problem persists after trying these steps, we recommend reaching out to our product support team via phone call at 239-245-6354 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US

Hours of Operation:
Monday - Friday 9:00 am - 9:00 pm ET
Saturday - Sunday 10:00 am - 8:00 pm ET

Thank you for your patience, and we look forward to resolving this issue promptly!

Sincerely,
Maria

Hi Tracyhua,

We're sorry to hear you're experiencing intermittent audio or unstable Bluetooth connection. Allow us to help you and turn your experience around. Update the headset software to the most recent version. The software includes key features, applications, bug fixes, and feature improvements.

Multiple Wi-Fi devices, microwave ovens, cordless phones, or devices that transmit 2.4 GHz band frequency radio waves can cause the sound to cut out. To improve transmission, change the sound quality mode from Priority on Sound Quality to Priority on Stable Connection. To change the setting, use the Sony Headphones Connect app to select Sound → Bluetooth Connection Quality → Priority on Stable Connection.

If the problem continues on the WH-1000XM5 headphones after performing the steps above, restore the unit to factory default.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If you have connected to the computer with the headphones named LE_WH-1000XM5, the headphones are paired with the computer with Low Energy mode and may cause the Bluetooth connection to fail or unable to hear the sound from the headphones. To avoid this, pair the headphones named without LE_WH-1000XM5. If only LE_WH-1000XM5 is displayed when pairing, wait for a while to show the model name without LE_WH-1000XM5.

Should you need further 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:

Thanks for letting us help assist you.

Regards,
Jess

Hi Oscar, 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 Tony, 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 Kris, Amazing! 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

Thank you for sharing your honest feedback about the WH-1000XM5, LillianJ! We understand that sound quality preferences can be highly personal and may vary from listener to listener. While many users have praised the balanced sound and high-resolution audio these headphones offer, we appreciate that everyone’s taste in audio is unique.

If you’re open to experimenting, the WH-1000XM5 provides extensive sound customization via the Sony Headphones Connect app. You can adjust the EQ settings, boost or reduce bass and treble, and tailor the audio profile to better suit your listening style. Some users, for example, prefer a V-shaped EQ or increasing “Clear Bass” to enhance their experience.

We’re glad to hear you were impressed by the noise canceling performance—many agree that it’s among the best available, making them ideal for use in noisy environments.

Thank you again for your input. Your comment helps us continue to improve our products, and your experience will inform others considering the WH-1000XM5. If you have any further suggestions or questions, we’re here to help!

Thanks again for sharing your experience and for choosing Sony!

Best regards,
Gus
Sony Social Media Team

Hi Charles, Thank you for the 5-star rating! 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 MoisesS, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the Bluetooth connectivity of your Sony unit. This is not always the case for our Bluetooth headphones. We'd like to turn your opinion around regarding our WH1000XM5. Set the headset to “Priority on stable connection” using the Sound Connect (formerly “Sony | Headphones Connect” app.) Please check this link for more details:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534501.html

You can also find this link helpful:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.html?search=skip

Please make sure that your headphones have the latest firmware update. You can check for updates using the Sound Connect app.

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

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