Customer Ratings & Reviews

Hi JennaL, We regret to hear that the audio and mic quality 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 EstebanV, 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 Tony,

We're sorry to hear about your issue with the WH-1000XM5 Wireless Noise Canceling Headphones. We apologize for the inconvenience. In this case, please check if the Bluetooth device is in sleep mode. If the device is in sleep mode, cancel the sleep mode. Check if the Bluetooth connection has been terminated. If terminated, make the Bluetooth connection again. If the pairing information for the headset has been deleted on the Bluetooth device, pair the headset with the device again. Please refer to this link for more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534694.html

If you are unable to resolve your concern, please email the below information to socialsupport@am.sony.com or chat with us from Sony’s e-support webpage. 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:
Sony Model Number:
Additional Information regarding your experience with the WH1000XM5:

We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate you and thanks again for shopping Sony!

Sincerely,
Jay

Hi Hiasakite, 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 Spiderman, 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 danimal, Awesome! We're glad that you are enjoying your new headphones. We'll take note of your feedback when wearing stocking cap. 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 Max9540,

You made the right choice with the Sony WH-1000XM5! 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!

-Ralph

Hi Rohith, 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 Tutu, Awesome! We are so glad to hear that you are happy with your new WH1000XM5! 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 Tinker, Thank you so much for your honest review. Unfortunately, you cannot mute the microphone on the headphones, you can only mute the mic using the mute button on your phone.

I hope this helps!

Regards,
Carl

Hi TispyCanoe, We're glad that you like the headphones. We're sorry if one of the batteries won't charge. We'd love to help and turn this into a better experience. Please try the following steps and see if this fixes the issue.

Try charging with the supplied USB Type-C cable.
It is recommended to charge in a place with an ambient temperature between 15 °C and 35 °C (59 °F - 95 °F). Efficient charging may not be possible beyond this range.
Reset the headset.
Initialize the headset, and pair the headset and the device again.


Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.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 ChristianG, We're glad that you are happy 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 Electra 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 Gift, We're glad that the headphones work well. 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 Matt, thanks for choosing and purchasing our product. We're sorry to hear about your experience. Please follow the precaution on this link when wearing the headphones:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534599.html?search=earpads

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:

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. ~Earl

Hi AnnmarieD,

Thanks for your feedback. We're sorry to hear about your experience with the WH-1000XM5.
While this model was redesigned for improved comfort and sound, we understand that the lack of a folding design and the auto-power off feature can be frustrating. We appreciate you sharing this, your input helps us continue to improve.

To disable automatic power-off, open the Sony | Headphones Connect App on your phone, navigate to the "System" tab within the app, locate the "Automatic Power Off" setting and select "Do Not Turn Off" from the options.

We hope you fin the information helpful, thanks for choosing Sony!
-Aldair

Hi BigDaddyCool,

We regret to hear that you were not satisfied with the headphones. Sony's commitment to customer satisfaction is our top priority. For optimum performance, it is recommended to install the latest software version of the headphones (via the Sony Sound Connect app). Use the Bluetooth device to re-establish the connection. Select HFP or HSP for the profile. You can also check your source device or the app that you are using for mic sensitivity if available.

Thanks again for sharing your review and we hope you will consider Sony for your future purchases.

-Ralph

Hi LeahK, Thank you for your feedback on the WH-1000XM5. We appreciate your comments regarding the noise-canceling performance and the creaking noise from the headband and headphone cups.
Regarding the noise-canceling feature, while it is designed to effectively reduce a wide range of ambient sounds, certain frequencies, such as voices, can be more challenging to cancel out completely. We are continuously working on improving our technology to provide a better experience.
As for the creaking noise you mentioned, this is not typical behavior for our headphones. It could be due to a variety of factors, including the fit or movement of the components. We recommend ensuring that the headphones are properly adjusted to fit your head. If the issue persists, please consider reaching out to our customer support team at https://us.esupport.sony.com/support/s/service?language=en_US for further assistance. Or email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Sam

Hi there,

Thank you for the 5-star review. We are hoping that you are enjoying the superb performance of your new WH-1000XM5.

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!

- Romeo