Customer Ratings & Reviews

Great choice GeovanniM! 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 Kahlee, Thank you for sharing your feedback on your Sony WH1000XM5. We're glad to hear that you appreciate the over-ear design and find the headphones amazing overall. We understand that comfort is crucial, and we're sorry to hear that the top of your head starts to hurt after prolonged use. We recommend adjusting the slider (left and right) to find the most suitable fit for you and to use it for longer periods. The step-less slider, seamless swivel and hanger, and silent joints, make it a pleasure to wear. Hope this helps and thanks for choosing Sony! -Sam

Hi there, Thank you for choosing Sony. While we are glad to hear that you are happy with your purchase, we are sorry to hear that it did not exceed your expectations when it comes to the sound quality. For this, you can use the Sony Headphones Connect app to adjust the sound setting of the headphones to your preferred setting for a better listening experience. 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.

Regards,
Carl

Hi Mari, We're glad that you are enjoying your new headphones. If the noise canceling isn't sufficient, please try the following:

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.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

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 Pablo, 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

Hi Joe1, Great! We're thrilled to hear that you like the WH1000XM5. Your feedback is greatly appreciated. Thank you for choosing Sony. Erin

Hi NikkyZ, While we are glad to hear that you are happy with the sound quality of the headphones, we are sorry to hear that you are experiencing issues with your WH-1000XM5. If you still have the WH-1000XM5, we'd love to troubleshoot the issue and make this a better experience for you. In the meantime, If the headset is worn 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. For a more comfort fit, please check our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html

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

Regards,
Carl

Hi RaymondT, Amazing! We're thrilled you like the overall quality and excellent battery life of your Sony XM5. 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 DonaldH,
Thank you for sharing your feedback regarding the WH1000XM5. We're truly sorry to hear about your experience with the swivel joint durability and call quality.
We appreciate you highlighting the excellent sound quality and we would like to work with you to address the concerns you've raised. For the swivel joint issue and call issues, we'd recommend contact our support team https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you again for choosing Sony and for giving us the opportunity to make this right.
Sincerely,
- Stephanie

Hi ElliottE, While we are glad to hear that you are happy with the sound quality of the headphones, we are sorry to hear that the WH1000XM5 did not meet all of your expectations and had to return the headphones.

We hope that you consider Sony again in your future purchases.

Regards,
Carl

Hi Jake, Great! We're happy to hear that you are enjoying the sound quality and comfort. 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 MatthewC,

Thank you for your feedback. While we're glad to hear about your satisfaction with the amazing sound & quality of your WH-1000XM5, we're really sorry if you're having problem with the headband hinge. 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 JamesV, Awesome! We're glad that you are enjoying the noise canceling function 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 Timothy, Thanks for choosing and purchasing our industry-leading noise canceling headphones, WH-1000XM5. We're delighted to hear you like the very good quality and most of the features of the headphones. It's unfortunate to know you feel that the bass is not sufficient. To ensure an optimal listening experience, downloading the Sony Headphones Connect app lets you adjust your bass levels and gives you sound quality presets. There is even an EQ in there—which can be customized to fine-tune your music to your liking. You can edit the volume of the CLEAR BASS. Increasing the CLEAR BASS setting value allows your headphones to reproduce dynamic deep bass without distortion, even at a high volume.

NOTE: When the audio source does not contain much bass sound, the bass sound may not be audible.

For more on "Tuning sound with the Equalizer on headphones", please visit this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00286844

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 cancelling while Auto NC Optimizer automatically optimizes noise cancelling based on your wearing conditions and environment. The specially designed 30 mm driver unit delivers superior sound quality for all your entertainment. Thank you for sharing your feedback! -Jess

Hi GHBS, thank you for your output. We're truly glad that you are enjoying your new headphones. We also appreciate your recommendation. Thank you again for choosing Sony. Erin

Hi StevenL, We're pleased to hear that you are enjoying the noise canceling function 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 JesusGutierrez,

Thank you for the review. These headphones are not sweatproof nor waterproof. Touching the headset with sweaty hands, or using the headset in situations where the headset may get soaked in sweat may result in malfunction. They can still be used while doing light exercises. 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 GARobert, Thank you for the amazing review! We're delighted to hear you're enjoying your new Sony WH1000XM5. Thanks for choosing Sony! -Sam

Hi Rnvarm, thanks for sharing your experience.

We are pleased to learn that you're loving the WH1000XM5 headphones. Enjoy the exceptional sound quality, and we're sure you'll agree that you've made the right choice with these outstanding headphones.

Thanks for choosing Sony!

Sincerely,
Jenn.

Hi Gunner4455, We're glad that you like the sound quality. We're also sorry to hear that Bluetooth settings are laggy. For optimum performance, please ensure the software is updated. You may launch the Headphones Connect app to check the software. 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