Customer Ratings & Reviews

Hi Excellent, We're happy to hear that you like the sound quality of your headphones. We'd also like to know more details about the battery life, please email us at socialsupport@am.sony.com.

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 positive review, Christian! We're thrilled to hear that you are enjoying the Sony WH-1000XM5 headphones and appreciate the perfect 10/10 rating. It's great to know that you find the product amazing and that we could meet your expectations. If you have any more feedback or need assistance, feel free to reach out. Thanks for choosing Sony!

Best regards,
Gus

Hi Jonjon, Amazing! 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

Hello Bones327,

Thank you for reaching out to us regarding your experience with the WH-1000XM5 headphones. We understand how frustrating it can be to face issues with a premium product, especially when it comes to extended warranty services.

For repairs, we recommend contacting Microland if you are in Canada. If you are located in the US, including Puerto Rico, Alaska, and Hawaii, you may reach out to Encompass for assistance.

We hope this information helps you make an informed decision. If you have any further questions or require additional assistance, please don't hesitate to get in touch. Thank you for choosing Sony, and we sincerely apologize for the inconvenience you've experienced.

Best,
Gus

Hi nepalisherpa, 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 BNicole, 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

Hello FernandoTr,

Thank you for your feedback! We apologize for any inconvenience this may have caused and appreciate your concerns regarding the silver color option. We currently offer the WH-1000XM5 in black, which may better suit your preferences. If the black model isn't available at Best Buy, we recommend visiting our official Sony website. You'll find a range of color options there, allowing you to select the perfect fit for your needs.

Explore your choices here: https://electronics.sony.com/audio/headphones/headband/p/wh1000xm5-b

Best regards,
-Fred

Hi ElectronicsFan, We appreciate you sharing your experience using the XM5 and overall thought of the product. We're sorry to hear that it's making your head uncomfortable and the sound quality did not meet your expectations.

For comfortable listening experience, you can adjust the headband slider to get the best fit. You can also fine-tune your music by adjusting the EQ settings through the headphones connect app. We also have some recommendation to suit your listening preferences: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

We value your feedback as it helps us improve our products. 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 JordyV,

While we are glad that you like the sound quality and noise canceling function, we regret that the person on the other line can hear background noises when using the headphones for calls. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance. Your voice will be heard from the headset through the headset’s left and right microphones (Sidetone function). In this case, ambient sounds or the sounds of the headset operation may be heard through the headset, but this is not a malfunction.

Noise cancellation doesn't transfer during telephone calls. Although it protects the headphones user from the surrounding noise, it does not apply to the receiver of the call: they will potentially hear background noise. For call quality, re-establish the connection between the headphones and your source device. Select HFP or HSP for the profile. You can also check the settings of the app that you are using for mic sensitivity if available.

If 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:

Regards,
Jess

Hi JinKookieOT7, 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 Daniel, We're happy to hear that you like the 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 Abigail, Awesome! We are 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 MichaelS,

Thank you for reaching out to us with your concern. We are pleased to hear that you appreciate the remarkable sound quality and comfort of your Sony WH-1000XM5. However, we regret to learn that you are encountering some issues with the product. This is not the experience we strive to provide, and we are committed to improving it for you.

To better assist you, we would like to gather more information about the specific issue you are facing. 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 Headphones Model Number:
Additional Information regarding your experience with the WH-1000XM5:

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

Sincerely,
Jess

Hi RawDawg, perfect! You've certainly made a great choice! We are truly happy to learn about your satisfaction with the amazing performance of your WH1000XM5. Thank you very much for the perfect star review and for choosing the best brand, Sony! - Romeo

Hi Amazonkindle, We are glad to hear that you are happy with your new WH-1000XM5 headphones! Thank you for choosing Sony! -Carl

Hi Saif, Thanks for the 5-star rating! We're glad you like your new headphones. Enjoy and thanks for choosing Sony. -Craig

Hi there, Thank you for choosing Sony. While we are glad to hear that you are happy with your purchase, we are sorry to hear that it did not exceed your expectations when it comes to the sound quality. For this, you can use the Sony Headphones Connect app to adjust the sound setting of the headphones to your preferred setting for a better listening experience. 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.

Regards,
Carl

Great choice GeovanniM! 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 MatthewR, we're glad that you are enjoying your headphones. Thank you for choosing Sony. Erin

Hi Mari, We're glad that you are enjoying your new headphones. If the noise canceling isn't sufficient, please try the following:

Make sure the noise canceling 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.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

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