Customer Ratings & Reviews

Hi, ChrisM,

Thank you for letting us know about this situation and your thoughts towards the unit. This is certainly not up to the quality standards we strive for, and we appreciate you taking the time to share your feedback. Rest assured, we will forward your comments to our dedicated Sony team for their review as we continue to work diligently to improve our products.

Thank you for considering Sony products.

Best regards,
DiegoV

Hi Ail1, We are sorry to hear about what happened with your Sony WH-1000XM5. This is definitely not the experience we want you to have. The WH-1000XM5 headphones have a robust design which helps prevent any type of breakage under normal use. Unfortunately, the limited warranty of your WH-1000XM5 does not cover any kind of accidental or physical damage. For more information, please refer to the link below. Thanks.

 https://us.esupport.sony.com/support/s/service?language=en_US

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



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Thank you for sharing your feedback. Regards, Sam

Hi CherylA, We're glad that you like the sound quality. We're also sorry if your find it not an every day carry. We value your feedback as it help us improves our products. For comfortable use or listening experience, you can adjust the headband slider to get the best fit. In addition, please refer tot he link below if your ears hurt when putting on or wearing headphones.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00015243

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

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Sincerely, Erin

Hi LuisO, Excellent choice! We're also pleased to hear that you are satisfied with your purchase. 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 PatriciaRoane, You've made an excellent choice! We're glad to hear she loves her new Sony WH-1000XM5 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! -Sam

Hi DelanieH,
While we are happy that you liked the headphone, we're sorry to hear that you are having some overheating experience while wearing the headphone over time. This is definitely not the customer experience we want you to have. We always suggest extending the slider to adjust the length of the headband according to the head size of the user for more comfortable listening experience, but unfortunately, we can no longer make that adjustment since you already returned the unit. Again, we sincerely apologize for the inconvenience and we hope you will consider Sony again in a future purchase. Thank you. - Marco

Hi LoveW,

Thank you for sharing your feedback. We sincerely apologize that you are encountering difficulties with the physical fit and performance of your WH-1000XM5 headphones. We understand how frustrating it is when a premium product does not perform as expected.

Please know that the WH-1000XM5 headphones are designed primarily for travel, office use, and passive listening. Due to their over-ear design, they may not offer the secure fit required for rigorous activities like running or intense workouts.

We are also sorry to hear about the behavior you are experiencing with the volume control. This kind of unexpected operational issue can often be resolved with a simple system refresh. We recommend trying these steps in order:

1. Reset the Headset - Please try performing a simple reset first:

Follow the headset reset instructions here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

2. Initialize to Factory Settings
If the reset does not resolve the issue, we advise initializing the headset to restore it to its original factory settings. This will clear all previous connections and customizations:

Follow the initialization instructions here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If, after performing both a Reset and an Initialization, you continue to experience problems with the volume or any other operational features, please contact our Technical Support team directly here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We really appreciate you considering Sony products!

Best regards,
Dominick

Hi JeremieR,

We appreciate your honest feedback and are sorry to hear that the WH-1000XM5 didn’t meet your expectations. Comfort and sound quality are important, and we’d love to help you get the best experience possible.

If you’re finding the sound quality to be lower than expected, adjusting the settings in the Sony | Headphones Connect app might help. You can modify the Equalizer, enable DSEE Extreme for enhanced sound, and explore other audio adjustments here: helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534533.html.

Additionally, we recommend checking for a firmware update, as updates can improve performance and address certain issues: sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246.

We appreciate your feedback and hope this helps!

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

Best,
Maria

Hi Dwayne, We're very happy to hear this feedback!
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! -Sam

That's great, Rr26! You definitely made the right choice with these headphones. We are thrilled to hear about your amazing experience so far with our newest industry-leading noise canceling headphones, WH-1000XM5. We're also glad to hear you appreciate everything about these 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! -Jess

Hi jjspyder, Thank you for purchasing the Sony WH-1000XM5! We're very happy to hear your wife likes her new Sony 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! -Sam

Hi AiddenB We're glad that you like the features of your headphones. We're sorry if the sound did not meet your expectation. We do have some recommendation to troubleshoot sound related concerns. Please check the Help Guide for more details.

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html



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

Name:
Username:
Model Number:
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Sincerely,
Erin

Hi Airpods, 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 Ash111, We're glad that you like the WH1000XM5. We'd like to know more details with regards to the flimsier side that you've mentioned. Please email us at socialsupport@am.sony.com with the following details:

Name:
Username:
Model Number:
Issue:
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Sincerely, Erin

Hi LisaG, We're glad that you daughter loves her 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 Loyal, Awesome! We are glad to hear that you are happy with your purchase! 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 ZeusVenus, Awesome! 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 JoeM, 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 FranP, Awesome! We are so glad to hear that you are happy with your new WH-1000XM5! From airplane noise to people’s voices, our WH-1000XM5 wireless headphones with multiple microphone noise cancelling keep out more high and mid frequency sounds than ever. And with Auto NC Optimizer, noise cancelling is automatically optimised based on your wearing conditions and environment. Thank you for choosing Sony! -Carl