Customer Ratings & Reviews

Hi Peter,

Thank you for your review. While we are thrilled that you are satisfied with the very lightweight and premium design of our WH-1000XM5, we are really sorry if its noise canceling function and sound quality didn't live up to your expectations. This is definitely not the experience we wanted you to have. We'd like to help you troubleshoot the problem. If you haven't yet, please follow the steps provided on the articles below as these may help improve your noise canceling experience with the headphones.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534561.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00278312
 https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534501.html

Should you need more assistance, 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:

We value you & your feedback, and thank you for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi Courtney, thank you for taking the time to share your feedback with us. We sincerely apologize for the ongoing issues you've experienced with your WH-1000XM5 headphones and we appreciate your honesty regarding your concerns.

To assist you further, we would like to gather some additional information about your situation. Please reach out to us at socialsupport@am.sony.com and include the following details:

- Full Name:
- BestBuy Username:
- Telephone Number:
- Model Number:
- Issue/Concern:

Thanks for considering Sony products and for letting us know about this issue.
Best regards,
Stephanie

Hi JessR, We regret that the headphones did not meet your expectations. Sony values the opinions of customers and is always striving to provide the best experience possible. With that being said, we'd like to help you and turn this into a better experience.

May we contact you to help and get more information? If, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi nedstark, while we're glad that you like the sound quality, we deeply regret that the headphones broke. This is definitely not the news we'd like to hear from you. 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.

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

We hope to hear from you soon.
Regards,
Erin

Hi JoshT,

Thank you for the review and we do apologize for the inconvenience. Please reach our technical support representative so we can provide the necessary assistance in regards to the issue you are having with the headphones. Unfortunately, due to the current Best Buy phishing protocol for your protection, we cannot provide a direct email or phone number for customer support as of now. Please find Sony Electronics' Support information: Go to our support website > click on “Support” > scroll down click on “Contact Support” > click on "(select your product type)" and from there you'll see different ways to contact us.

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:
BestBuy Username:
Model Number:
Question/concern:
Telephone Number:

Regards,
David

Hi user102553, 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 CameronL, Thanks for sharing your feedback. We're sad to hear that you are not impressed with the headphones. Kindly check the link below : https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html There are steps you can perform to improve the sound quality of your headphones.

If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :

Full Name:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:

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

Sincerely,
-Craig

Hi MacAndWindowsUser, We regret to hear that you're having an issue with your XM5. These headphones can be plug and play. You can simply use these headphones without downloading the Sony Headphones Connect app. The Headphones Connect app is a utility app that helps you to quickly connect compatible Bluetooth headphones to your smartphone. To get the most out of your WH-1000XM5, downloading the app allows you to customize audio settings with your headphones, download software update, etc.

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:

Model Number:



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,

Erin

Hi user529044, 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. Carl

Hi user435524, 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 Giovanny, We regret to hear that the bass did not meet your expectations. This is definitely not the experience we'd like you to have. We'd love to help and turn your experience around.

The WH1000XM5 headphones offer punchy bass and well-balanced sound. If you haven't tried it yet, you can also customize the sound using the Headphones Connect app, you can adjust the Equalizer to fine-tune your music. Please ensure to download the app from the apps store of your phone.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534533.html

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

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

Sincerely, Erin

Hi SaiR,

We regret to know you find them uncomfortable during use and you're having constant pressure on your head. Our WH-1000XM5 has a slider that you can use to adjust the length of the headband to get the best fit and for comfortable listening experience.

Note: If you put on the headset without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort or a weak noise canceling effect. The wearing detection function of the headset may also not work properly and cause music playback to stop automatically or activate the automatic power off function (the battery saving function) to automatically turn off the headset.

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

Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi Sergegcg,

We're sorry to learn about what happened to your headphones and there is sound issues on the right side after few months of use. Your feedback regarding the paint started peeling off is extremely important to us and is very much appreciated.

We want to make sure you’re taken care of. Please note your headphones has a 1-year warranty from the date of purchase.

In the meantime, if there is no sound, or sound is only heard from one side of the headphones, please follow the steps below to troubleshoot and resolve this issue.

https://www.sony.com/electronics/support/articles/00204552

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:
Model Number:
Issue:

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

Sincerely,
Jess

Hi nely,

We're sorry to hear that you're having issue with the sound quality of the WH-1000XM5 Wireless Noise Canceling Headphones. We apologize for the inconvenience. In this case, please follow the troubleshooting steps from this link to isolate and resolve the issue:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

If you are unable to resolve your concern, may we contact you to help? If so, 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 mangoooooo,

Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience. It is unfortunate to know that you're having problem with the headband hinge of your WH-1000XM5. This is certainly not the experience we were hoping you would have with our premium headphones. We'd love to know more about the problem you are having with your unit and help you out. Please email the information below to socialsupport@am.sony.com so we can better assist you.

Sony Case Number (if any):
Name:
BestBuy Username:
Model & Serial Number:
Issue:
Telephone Number:

We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.

Thank you for letting us help assist you.

Sincerely,

Romeo
Sony Social Support

Hi SumithG, We regret to hear that the noise canceling function did not meet your expectations. Sony takes into consideration all feedback as it helps us improves our products. Our WH-1000XM5 wireless headphones have 8 microphones for noise cancellation that keep out more high and mid frequency sounds than ever. And with the new Auto NC Optimizer, noise canceling is automatically optimized based on your wearing conditions and environment. Please also note that the noise canceling function of these headphones 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.

Should you need further assistance, do not hesitate to drop us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi Cshane, We regret to hear that the headphones stopped working and have to be returned. This is definitely not the experience we want you to have with our products. We do have troubleshooting steps to follow in fixing issues with your headphones. It is unfortunate that we can no longer perform those steps.


Your feedback is one of the most important matters to us as it helps us improve our products.

We are sorry for the inconvenience and we hope that you'll consider Sony in your future purchase.


Regards,
Erin

Hi NadiaC, We regret to hear that the WH1000XM5 did not meet your expectations. This is definitely not the impression we'd like you to have with our products. Here at Sony, we always strive to deliver quality products that deliver an amazing customer experience.

If there's anything that we can do to make this better, please let us know. You can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi Sonny, While we're glad that you are enjoying your XM4, we're sorry to hear if the noise canceling function of the XM5 did not meet your expectations. Allow us to help and turn your experience around. If the effect of noise canceling is not sufficient, please try the following steps below.

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.
For more details, please check the Help Guide: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

I hope this helps but if you still need assistance, do not hesitate to drop us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin