Customer Ratings & Reviews

Hi Jason,

Thank you for the review and your feedback regarding the comfortabability and bass is greatly appreciated. As for the bass sound, we recommend using the Sony headphones connect app for sound quality adjustment and equalizer. 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!

-David

Hi Tracyhua,

We're sorry to hear you're experiencing intermittent audio or unstable Bluetooth connection. Allow us to help you and turn your experience around. Update the headset software to the most recent version. The software includes key features, applications, bug fixes, and feature improvements.

Multiple Wi-Fi devices, microwave ovens, cordless phones, or devices that transmit 2.4 GHz band frequency radio waves can cause the sound to cut out. To improve transmission, change the sound quality mode from Priority on Sound Quality to Priority on Stable Connection. To change the setting, use the Sony Headphones Connect app to select Sound → Bluetooth Connection Quality → Priority on Stable Connection.

If the problem continues on the WH-1000XM5 headphones after performing the steps above, restore the unit to factory default.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If you have connected to the computer with the headphones named LE_WH-1000XM5, the headphones are paired with the computer with Low Energy mode and may cause the Bluetooth connection to fail or unable to hear the sound from the headphones. To avoid this, pair the headphones named without LE_WH-1000XM5. If only LE_WH-1000XM5 is displayed when pairing, wait for a while to show the model name without LE_WH-1000XM5.

Should 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:

Thanks for letting us help assist you.

Regards,
Jess

Hi Biggie,

Thank you for the review and we're glad you like the bass sound quality and friendly user-interface 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 TechNerdNC, we are sorry to hear about this issue. 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 and services. 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:
BBY Username:
Telephone Number:
Case Number:

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

Sincerely,
Erin

Hi AWSaeed, Gret! 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 mike, we regret to hear that the headphones did not meet your expectations and had to be returned. This is definitely not the experience we'd like you to have. We have some recommendations to troubleshoot audio/sound related concerns available on the Help Guide. For future reference, please check our support website or the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/index.html


Your feedback 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

Thank you for sharing your feedback, KirkM.

We are truly sorry to hear that the hinge on your WH-1000XM5 broke, especially given the care you took with them. We understand how disappointing it is to experience a hardware issue with a premium product.

To investigate potential repair options, please contact our support specialists directly at: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We appreciate you bringing this to our attention and apologize for the frustration.

Best regards,
Gus, Sony Social Media Team

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 Tony, 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 jlacen19, We're sorry to hear about your headphones. It is unfortunate that you are having issues with the hinges of your headphones. This is definitely not the experience we wanted you to have with our premium headphones.

Unfortunately, the limited warranty of your WH1000XM5 does not cover any kind of accidental or physical damage. You may contact our authorized service center (United Radio Service Inc.) for repair options. Please refer to this link:

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

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

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,
-Craig

Hi LaurenS, Thank you for writing your review. We're glad that you like the WH1000XM5. We're also sorry if you're having issues switching from your phone and mac. To troubleshoot the problem, please check the links below:

https://www.sony.com/electronics/support/articles/00249936
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541784.html



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

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

Sincerely, 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 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 Buso, while we are glad that you like the sound quality and noise canceling function, we're sorry if Atmos isn't supported and starts hurting after 5 minutes. This is definitely not the experience we'd like you to have. Allow us to help and turn this into a better experience.

There are reasons why your ears may hurt when putting on or wearing headphones, please check the article below.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00015243

Please also ensure you have downloaded the headphones connect app; it has an EQ setting that can be used to customize to fine-tune your music.
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:
Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Erin

Hi Soren,

We're sorry to hear about your experience. Not being able to pair your headphones right after purchase is definitely frustrating, and the charge mentioned is concerning. This isn't the level of service we aim for.

To address this concern, please reset them by following the instructions in the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Then, perform factory reset. The steps are in the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

Additionally, make sure they have the latest firmware version installed. Check this out for more details: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

We hope this helps. Thanks for considering Sony Products.
-Eliab

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

Hi OliverUWS, we glad that you like the noise canceling function. We appreciate all of your feedback as it helps us improve our products. 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 tscoot, we are sorry to hear that the WH-1000XM5 did not meet your expectations. We'd love to help and troubleshoot the issues that you are experiencing and make this a better experience for you. In the meantime, ff the effect of noise canceling is not sufficient, please try the steps on our Help Guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html?search=comfort

For the sound quality, https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

May we contact you to help and provide further assistance? 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:

Regards,
Carl

Hello NikaM,
While we're happy that you are satisfied with the noise canceling feature and comfortability of our XM5, we're sorry to hear that you are having issues like the unit shuts off by itself while using it. This is not the news we want to hear. Please allow us to help. If the headphone shuts off in the middle of using it, you may not be wearing it properly.

Here are some troubleshooting steps that you can check:
- When you wear the headset over a cap, cloth, a scarf, hair, etc., wearing detection may not work properly. The automatic power off function may trigger and the headset may be turned off automatically. Wear the headset so that your ears are inside the earpads.
- When the automatic power off function is set to [Do not turn off] on the [System] tab of the “Sony | Headphones Connect” app, wearing detection will continue to work and the symptom may be improved.
- Make sure the battery is fully charged.


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

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

We are more than happy to assist you.

Regards,
Marco

Hi Andrew, Thanks for your feedback and insights. Sony values the opinions of customers and is always striving to provide the best experience possible.  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