Customer Ratings & Reviews

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

Hi Jvcks, we regret to hear that the headphones stopped connecting to your phone. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and make this a better experience.

We also appreciate trying to troubleshoot the problem and performing a reset. In addition, we also recommend ensuring that the latest firmware is installed with version 2.1.0. Kindly launch the Headphones Connect App to check and verify the firmware.

If the headset does not operate correctly even after resetting, initialize the headset. To initialize,
Turn off the headset.
Press and hold button and the NC/AMB button for about 7 seconds.
When the initializing is complete, the indicator (blue) flashes 4 times .
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html


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

Name:
Username:
Model Number:
Issue:
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Sincerely,
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

Hi AnibalC,

You made the right choice! We're glad that your son is enjoying these amazing headphones. Thank you for choosing Sony!

-Ralph

Hi Cpufixer, We're pleased to hear 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 movielover,
That's very sweet of you on getting your daughter a brand new pair of headphones on her special day! This is definitely a great choice. Thank you for purchasing our Sony WH1000XM5 and Happy birthday to your daughter! - Kris

Hi CodyH, Excellent! We're thrilled to hear that you like the sound quality nd 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 Elver, we're glad you are happy with your purchase! Thanks for choosing Sony! Enjoy you new headphones! ~Earl

Hi Jeff327, Amazing! We're thrilled to hear that you are enjoying your new headphones. Thank you for choosing Sony. Erin

Hi JiggerMeKnickers, While we're glad that you like the noise canceling, controls, comfort, and other function, we regret that the sound quality did not meet your expectation. We understand that not everyone has the same listening preferences and we appreciate your feedback.

There is good news however! By downloading the Headphones Connect app, you can customize the settings to suit your preferences. It also has an Equalizer that you can select and customize to fine-tune your music.

For low sound quality, please follow the steps below to troubleshoot the problem:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html


I hope this helps but if you still need assistance, do not hesitate to drop us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi yragha, we regret to hear that the noise canceling function did not meet your expectation.  Sony values the opinions of customers and is always striving to provide the best experience possible. 

If the effect of noise canceling is not 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.
With the “Sony | Headphones Connect” app, check the setting of [Ambient Sound Control]. If it is set to [Ambient Sound], the effect of noise canceling is reduced. Set it to the noise canceling mode.
Check with the “Sony | Headphones Connect” app whether the function of the NC/AMB button is set to [Ambient Sound Control].
Because the noise canceling performance is automatically optimized by the Auto NC Optimizer function according to changes in the wearing condition and usage environment, you may notice fluctuations in the noise canceling effect.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

We also recommend updating the software if needed. Resetting or initializing the headset is also a recommendation.

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

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

Sincerely, Erin

Hi GAM03, We're glad that you like the sound quality 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 RLBPAB,

Very nice! We're glad to hear that your daughter loves the headphones. Thank you for choosing Sony!

-David

Hi Ynot, Excellent! we're thrilled to hear 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 JaquelineM, Thank you for your feedback on the WH-1000XM5 headphones! We're glad to hear that you are enjoying the sound quality of your new headphones. Thank you for choosing Sony! -Carl

Hi Dennis, We're glad that you like the battery life, sound quality, and noise canceling function.We're asorry if you have to take them off every 30 minutes. You may be experiencing a symptom called listener fatigue. That is where your eardrums work hard to manage the volume that flows through your ear canal. The louder the volume, the bigger the strain on your eardrums, which then causes the feeling of fatigue. Ref: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00015243

In addition, the XM5 length can be adjusted by sliding the slider. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534513.html

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

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

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 Nacho,
Thank you for your time writing this review. While we are glad you like the WH1000XM5, we're sorry to hear the issues that you are experiencing with the headphones. Let's work together to troubleshoot these issues. Here are some steps you can try:

For optimum performance, make sure that the software of your headphones is updated as it includes key features, applications, bug fixes, and feature improvements.
Set the headset to “Priority on stable connection”
Remove any obstacles between the Bluetooth device and headphones.
If you are enjoying music with your smartphone, the situation may be improved by closing unnecessary apps or restarting your smartphone.
Turning off [Service Link] on the “Sony | Headphones Connect” app may reduce the amount of audio dropout.
Reset the headset.
Initialize the headset, and pair the headset and the device again.
For reference: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

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

Hi HenryM, Excellent! We're thrilled 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 Valerie, Awesome! We're very happy to hear that these headphones go over your ears and you find it very comfortable to wear even when you have ear piercings. Thanks for choosing Sony! -Sam