Customer Ratings & Reviews

Hi Xytbx1, We are sorry to hear that the WH-1000XM5 did not meet all of your expectations and had to return the unit. We appreciate your input and we hope that we get to provide a better experience for you next time.

Thank you for considering Sony!

Regards,
Carl

Hi DoubleA, 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

Hello MatthewR,

Thank you for considering Sony products.

We sincerely apologize that you are experiencing an inconvenience with your WH-1000XM5 headphones' battery no longer holding a charge after two years of use. This is certainly not up to the quality standards we strive for, and we appreciate you taking the time to share your feedback.

To assist you in troubleshooting this issue, we recommend reviewing the detailed steps outlined in our support article, "Charging cannot be done," available at the following link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html

If the issue persists after following these steps, your unit may require a service check. For authorized repairs and to discuss options, please contact our partner, Encompass Service Solutions:

Phone: (866) 835-1146

Email: service@encompass.com

Best regards,
-Fred

Hi Haziq, thanks for choosing and purchasing our product. We're sorry to hear that have an issue with the supplied accessory of your SONY unit. This is not the experience we want your to have. Please isolate the issue by following this link:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html?search=charging

If you require any additional support in regards to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi daniela, We're glad that you like 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 pjoo, We're sorry to hear about your headphones. This is definitely not what we wanted you to experience. For the charging issue, please follow the steps on our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html

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 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 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 Anonymous, Awesome! We are so 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. Thank you for choosing Sony! -Carl

Hi RonaldS, Excellent! We're glad that your 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 Dissatisfied, we regret to hear that the headphones had to be returned. This is definitely not the experience we'd like you to have. If the headset is turned off automatically, we have troubleshooting steps to fix the issue:
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.
We value your feedback as it helps us improve our products. We hope you'll consider Sony in your future purchase.
Sincerely,
Erin

Hi Radvak, Awesome! We're 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 Gigin, We're glad that you like the audio quality of your headphones. We also appreciate you being a long-time fan. 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 IrisYang, 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 Anton, Awesome! We're delighted to hear that these headphones re exactly what you've expected. 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 RickyF,

We do apologize for the inconvenience and we understand your concern. This is definitely not the news that we would like to hear. The WH-1000XM5 has a 1-year limited warranty. This limited warranty does not cover products with cosmetic issue. You may take your unit to an authorized servicer for evaluation to determine the out of warranty repair options available.

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

Thank you for sharing your experience and we hope you will consider Sony again in a future purchase.

Regards,
David

Hi Erik, Excellent! 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

Hello TiffaniG, thank you for bringing this out to our attention! We're sincerely sorry to hear you had this bad experience with the WH1000XM5 Bluetooth feature, this is not an expected behavior. Let us provide you personalized assistance through email. Kindly send us a message with your name, Best Buy username, issue, headphone's model number and telephone number at socialsupport@am.sony.com. Looking forward to hear from you soon! We're here to help! Best regards, -Jenn.

Hi Ashe, Great! We'rer glad that you like the sound quality, noise canceling function, and battery life. 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 ryukev717, Amazing! We're glad that you like the sound quality and comfort of 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