Customer Ratings & Reviews

Hi Dyson, 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 ShahmehmoodG, We're sorry to hear that these headphones fall out when using in the gym. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn your experience around.

The WH1000XM5 is designed for music playback and calls. As far as working out, if you enjoy wearing over the head headphones while working out, then the WH-1000XM5 should be a great workout partner. They are comfortable because of their lightweight design and easy to control your music using the touch controls. You can also try adjusting the length of the headband sliders to get the best fit and to keep them from falling.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534513.html

For more serious workouts, we suggest our headphones specifically designed for that task. Please check out our WF-C500s and the WF-1000XM4s.

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 BarileeK, We regret to hear about what happened. We take the quality of our products seriously and are sorry to hear that one side of your WH1000XM5 is no longer working. If you haven't tried any troubleshooting steps yet to address this issue, we suggest following the steps on this link to isolate and resolve the issue. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534512.html

If the issue persists after performing the troubleshooting steps, you can explore our repair options. We recommend visiting our eService website on the link below for further assistance.

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

If you have further questions or concerns about your Sony WH1000XM5, feel free to contact us through this link: https://us.esupport.sony.com/support/s/service?language=en_US.

Regards,
Sam

Hi RemorsefulBuyer, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the headband hinges of your Sony unit. This is not usually the case for our WH1000XM5 headphones. Unfortunately, the limited warranty of your WH1000XM5 does not cover any kind of accidental or physical damage.

It's good to hear that your dealer is taking care of the issue by now. You can also take your device to an authorized servicer for evaluation to determine the repair options available for physical or cosmetic damage. For more information, please refer to the link below:

https://www.sony.com/electronics/support/articles/00006741?utm_source

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

Hi JohnH,

Thank you for your purchase and we are honored to have customers like you. We're glad to hear that you like the noise canceling, sound quality and comfortable design of the 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. Thank you for choosing Sony and enjoy your headphones!

-David

Hi Avnish,

Very nice! We're glad you like the fast Bluetooth connection of the 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. Thank you for choosing Sony!

Regards.
David

Hi JEFFS, 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 easy, we are sorry to hear that the noise canceling function didn't work and the headphones had to be returned. We do have troubleshooting steps in case the noise canceling is not sufficient which is also available in the Help Guide and support website. For future reference, here's the link for the Help Guide:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/index.html


We hope you'll consider these headphones in your future purchase. Should you need further assistance, please email us at socialsupport@am.sony.com.

Regards,
Erin

Hi Notbad,

Thank you for the review and we're sorry to hear the noise canceling issue with your headphones. The noise canceling will depend in that source and environment that you're playing. We recommend using the Sony headphones connect app to adjust the noise canceling depending in your preference.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00269130

We also recommend updating the software of your headphones using the app. A firmware update improves the functionality and features of your device. It can provide fixes to any performance issues that may occur.

For us to better assist you, please email us at socialsupport@am.sony.com with the following details:

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

-David

Hi Eddie, We're sorry to hear about your experience. The issues you mentioned about your Sony WH1000XM5, such as the headphones making your ears sweaty, stopping working after six months, not charging, and not connecting with Bluetooth, are certainly not what we aim for with our products.

The WH1000XM5 are designed with comfort in mind, using soft-fit leather for the earpads. However, we understand that individual experiences may vary, especially in warmer environments. We recommend taking breaks during extended use to alleviate any discomfort.

If the headphones are not charging, it could be due to a variety of reasons. Please follow the troubleshooting steps on this link to isolate and resolve the issue: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html

For Bluetooth connectivity issue, please refer to the instructions on this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534694.html

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

For further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Sam

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 Jnocks,

We are really sorry if you are experiencing a connection issue with your WH-1000XM5. This is certainly not the news we'd like to hear from you. Please allow us to help you and turn this into a better experience. The WH-1000XM5 is designed to provide reliable and stable connectivity during various activities. However, certain factors such as distance, signal interference, and the environment can affect the connection. To troubleshoot your Bluetooth connection issue, please refer to the steps on these links:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00097458
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.html

And to ensure you get the best Bluetooth connection, please set the headphones Sound Quality Mode to “Priority on stable connection." Choosing the correct Sound Quality Mode improves communication between your headphones and your mobile device. Refer to this link for more details: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00204578

Lastly, to ensure you are getting the most out of your WH-1000XM5, if you haven't yet, please update its firmware to the latest version. The software includes key features, applications, bug fixes, and feature improvements. It also provides fixes to any performance issues you are encountering. For more information, please visit the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/downloads

If the issue is not still resolved, reset the headphones. If the issue still persists, then initialize the headphones. For instructions, please refer to the following links:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

Note: Resetting the headphones will not delete the paring information, while initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

Should you need more information/technical assistance, please feel free to email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.

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

I hope this helps you, and thank you for choosing Sony.

Best regards,

Romeo
Sony Social Support

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