Customer Ratings & Reviews

Hi ImcraZycy, We are sorry to hear that the headphones keep disconnecting. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn this into a better experience.

Please ensure the software is updated. If your headset has the latest software, a notification will appear on the screen of the “Sony | Headphones Connect” app. Update the headset software following the on-screen instructions. Install the latest headset software to enjoy new functions or to resolve a certain number of issues with the headset. Always use the headset with the latest software installed.

For additional steps, please check the Help Guide below.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534701.html


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

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

Sincerely,
Erin

Hi Protian, Thanks for sharing your experience with us. We're sorry that you are not impressed with the headphones. We appreciate the feedback as it can help us improve in the future. We hope you'd still consider our products in your next purchases. Thanks and regards, -Craig

Hello TiffaniG, thank you for bringing this out to our attention! We're sincerely sorry to hear you had this bad experience with the WH1000XM5 Bluetooth feature, this is not an expected behavior. Let us provide you personalized assistance through email. Kindly send us a message with your name, Best Buy username, issue, headphone's model number and telephone number at socialsupport@am.sony.com. Looking forward to hear from you soon! We're here to help! Best regards, -Jenn.

Hi NelsonM,

Thank you for the feedback. These headphones features an adjustable slider (left and right) to ensure comfortable fit for long period of time. The step-less slider, seamless swivel and hanger, and silent joints, make it a pleasure to wear. 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 Trucksenpai, 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 Alghasimou, Awesome! 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 FaceTimemusicstudent, Great! We're glad that you like 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 TheB,

We're sorry to hear you are not satisfied with the noise cancellation and you're considering to return the product. If the Noise Canceling effect on the WH-1000XM5 headphones changes automatically, it is because of the Auto NC Optimizer feature (optimizing the Noise Canceling function automatically), the Noise Canceling effect may change depending on the conditions or how you are wearing the headphones.

For example, the following may cause the Noise Canceling effect to change:

• Going down the stairs, eating, drinking, or speaking loudly
• Touching the headphones
• The headphones move or slip slightly

Additionally, when the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions.
To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.

If the effect of noise canceling is not sufficient, please refer to the steps and guidelines from this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

Should you need further assistance regarding your concern and you still have the unit, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi Trueblue, Awesome! We're glad that you are enjoying the sound quality, comfort, and 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 Evan, Excellent! 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 Amp123, 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 Waqas,
Thank you for your time this review. We are very sorry to hear what happened on the headphones. This is definitely not the experience we want you to have with our products. We always aim to deliver a great experience, and we are gutted when don't meet expectations. We'd like to help and do the best possible for you.

May we contact you and get more information? If so, please email the below information to socialsupport@am.sony.com:
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 KaceyJ, thanks for choosing and purchasing our product. We understand your feedback regarding the earpads of your Sony unit. We would like to turn your opinion around regarding the WH1000XM5. Adjust the orientation of the left and right units so that the earpads fit snugly all around your ears. Please check this link for more information on wearing the unit:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=earpads

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

Hello Anonymous,

Thank you for considering Sony products.

We apologize for the concerns regarding the durability of the WH-1000XM5 headphones. They are designed with quality materials to provide long-lasting use, but we understand your worry about potential issues within a year. If you experience any problems, please check the warranty and support options available to you. Meanwhile, for improving sound quality, we recommend tuning the Equalizer settings—detailed steps can be found here: https://www.sony.com/electronics/support/articles/00286844.

We will also share your feedback with our team to help address these concerns. Thank you for bringing this to our attention.

Best regards,
-Fred

Hi RubieA, 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 CraigJ,

Thank you for your review, and we are sorry if the noise canceling feature of our WH-1000XM5 didn't live up to your expectations. This is definitely not the news that we would like to hear. Please allow us to help you and turn this into a better experience. If you haven't tried yet, please follow the troubleshooting steps below to isolate the problem:

• Make sure that the noise cancelling function is turned on.
• Adjust the headset into a comfortable position.
• The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
• When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions. To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
• With the “Sony | Headphones Connect” app, check the setting of [Ambient Sound Control]. If it is set to [Ambient Sound], the effect of noise canceling is reduced. Set it to the noise canceling mode.
• Check with the “Sony | Headphones Connect” app whether the function of the NC/AMB button is set to [Ambient Sound Control].
• Because the noise canceling performance is automatically optimized by the Auto NC Optimizer function according to changes in the wearing condition and usage environment, you may notice fluctuations in the noise canceling effect.
ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

If there's something we can do to help or you may need more 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:

Thank you for your purchase, and for choosing Sony.

Best regards,

Romeo

Hi h2opolo214, 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 maziar,

We regret to hear that you are not satisfied with the Sony WH1000XM5. Sony's commitment to customer satisfaction is our top priority.

For optimum fit and comfort, make sure that you are wearing the headphones properly. Adjust the headband depending on your head shape. You may find this link helpful:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html

For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app). Sound quality may vary depending on the source content. Aside from adjusting the equalizer, these steps may help improve your experience:

-When playing music, if the headset and the transmitting Bluetooth device are connected via an HFP or HSP Bluetooth connection, switch the Bluetooth connection to A2DP with the connected device.
-When using a video calling application on a computer, switch the Bluetooth connection to HFP or HSP by operating the computer. During a video call, sound quality may become low due to the conditions of the communication line.
-If the headset connects to the previously connected Bluetooth device, the headset may only establish the HFP/HSP Bluetooth connection when it is turned on. Use the connected device to connect via an A2DP Bluetooth connection.
-When listening to music from a computer on the headset, the sound quality may be poor (difficult to hear the singer’s voice, etc.) for the first few seconds. This is due to the computer specifications (priority on stable connection at the start of transmission and then switches to priority on sound quality several seconds later) and is not a headset malfunction. If the sound quality does not improve after a few seconds, use the computer to establish an A2DP connection.

Hope this helps. If still not resolved or you need further assistance, please email the below information to socialsupport@am.sony.com.

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,
-Ralph

Hi Ezequiel, Awesome! We're happy to hear that you are enjoying the audio quality of your XM5. 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 RC4614,

Thank you for your review, and we are really sorry for the inconvenience. It is unfortunate that you are having an issue with the left hinge of your headphones. This is definitely not the experience we wanted you to have with our premium headphones. We'd love to know more about what happened and help you out. Please email the information below to socialsupport@am.sony.com so we can review your file on our system and best assist you.

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.

Case Number:
Full Name:
BestBuy Username:
Telephone Number:
Issue:
Model Number:

We are looking forward to your message.

Sincerely,

Romeo
Sony Social Support