Customer Ratings & Reviews

Hi Jayfoo84,
Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience with the WH-1000XM5 headphones and the disappointment it has caused.
Your feedback is incredible important to us. If you would like to discuss this further or need additional support, please don't hesitate to contact us directly https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for considering Sony products and for letting us know about this issue.
Sincerely,
Stephanie

Hi AGV205,

We're very sorry to hear about the issue you experienced with your Sony - WH1000XM5. We truly appreciate your loyalty over the years, and we understand how frustrating it must be to encounter this after only light use.

We'd like to take a closer look and evaluate your case. Please send us an email with the information below to socialsupport@am.sony.com so we can better assist you.
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue/Concern:

We'll be glad to assist you directly, and thank you for considering Sony products!

Regards,
Dominick

Hi RafaelB,

It makes us really happy to hear you're loving the WH1000XM5 headphones! Awesome to hear you're getting daily use out of them! Noted on the noise cancellation-feedback like this helps us keeps improving. Thanks for choosing Sony.
-Aldair

Hi Prnsus, 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 MichaelJ,

Thank you so much for sharing your experience with the WH1000XM5! We're thrilled to hear that you and your partner enjoy using them every day. The idea of using stickers is fantastic! Customizing them adds a delightful touch for organization. Thank you for selecting Sony!

Best regards,
-Fred

Hi JustynW,

It's fantastic to hear you're enjoying your WH-1000XM5 headphones! We're also really glad to know you appreciate the service you received at the store where you bought them. Thanks for choosing Sony.
-Eliab

Hi David, While we're glad that you like the noise canceling function, we're sorry if your having some issues with your headphones. We'd love to help you and turn your experience around.

For optimum performance, please ensure that the software is updated. Kindly launch Headphones Connect app to verify the software.

For sound related concerns, please also check some troubleshooting guide in the Help Guide:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/index.html

We also recommend resetting or initializing the headphones.



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

That's great, TinaG! You definitely made the right choice with these headphones. We are thrilled to hear about your wonderful 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, especially the superb sound quality and excellent noise cancellation. Our ultra-comfortable WH-1000XM5 headphones rewrite the rules for distraction-free listening and exceptional call clarity. Two processors control multiple microphones for unprecedented noise canceling while Auto NC Optimizer automatically optimizes noise canceling based on your wearing conditions and environment. The specially designed 30-mm driver unit delivers superior sound quality for all your entertainment. Thank you so much for your purchase and for choosing Sony! -Jess

Hi AYOOOOO Amazing! We're pleased 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 HugoG, We are happy to hear that you love your new Sony wireless noise canceling headphones. With our WH-1000XM5 headphones, you can enjoy magnificent sound quality which is engineered to perfection and have a battery life that can last up to 30 hours with quick charging (3 min charge for 3 hours of playback). With 8 total microphones, these headphones are our biggest step forward in noise canceling technology. For everyday convenience, just Speak-to-Chat and Quick Attention mode stop your music and let in ambient sound. Thank you for choosing Sony! Vincent

Hi JoeM, Thank you for the positive review! Good to know you appreciate the excellent sound and awesome noise cancellation of your new Sony WH1000XM5. 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

Hello Ceddy, We are glad you like your new Sony wireless noise canceling headphones. With our WH-1000XM5 headphones, you can enjoy magnificent sound quality which is engineered to perfection and have a battery life that can last up to 30 hours with quick charging (3 min charge for 3 hours of playback). With 8 total microphones, these headphones are our biggest step forward in noise canceling technology. For everyday convenience, just Speak-to-Chat and Quick Attention mode stop your music and let in ambient sound. Thank you for choosing Sony! Vincent

Hi SirinyaH,

Perfect! We're glad that you are enjoying these amazing headphones. It's also great that you were assisted professionally. Thank you for choosing Sony!

-Ralph

Hi TyrAp We're happy to hear that you are enjoying the sound quality. We'll take note of your feedback with regards to the fingerprint. 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

Hi Ravi Awesome! We're glad that you like the sound quality and fit. 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 CesarP, Excellent! We're glad that you are enjoying the sound quality and overall specs 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

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

Hello Jayden,
That's great! We are truly happy that you are amazed with our Sony WH-1000XM5 Wireless Noise-Canceling Over-the-Ear 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! - Marco