Customer Ratings & Reviews

Hi NhungL, 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 Rfees33, We regret to hear that the sound quality did not meet your expectations. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem. If you haven't tried it yet, please ensure you have downloaded the headphones connect app. It has an equalizer that you can use to fine-tune your music.

We also recommend checking some troubleshooting steps on the Help Guide for sound related concern: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

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 Great, 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 katyDad,

Thank you for your feedback on the WH-1000XM5 headphones. We are sorry to hear about the issues you experienced with the active noise cancellation (ANC) and connectivity. Regarding the ANC stopping intermittently, this could be related to the Adaptive Sound Control feature, which adjusts the noise cancellation based on your activity and location. You can try disabling this feature in the Sony Headphones Connect app under the Status Tab and manually setting the ANC level under the Sound Tab. For the sound issues while watching a Netflix movie, it might be helpful to ensure that your headphones' firmware is updated to the latest version, as updates can improve overall functionality. You can check for updates and troubleshoot sound issues using the guide provided here:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/downloads

You may also find the following article helpful for Bluetooth connectivity issue:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00097458

If these steps do not resolve the issues, please email us at socialsupport@am.sony.com with the following so we can best assist you.

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

I hope this helps.

Sincerely,

Romeo
Sony Social Support

Hi RogerM,

Thank you for the review and we're sorry to hear what happened with your headphones. For further assistance, please email us at socialsupport@am.sony.com with the following details:

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-David

Hi YoneaqueS,
Thanks for reaching out about your WH-1000XM5 headphones. We're sorry to hear you've been running into some issues. We want to get this sorted out for you.

Regarding the sound shutting off, it is usually caused by a couple of the headphones' built-in smart features, like "Automatic Power Off" and "Pauses when headphones are removed," which can sometimes be triggered by all the movement during a workout.

You can turn both of these off in the Sony | Sound Connect app. Just head to Device Settings > System, find the Automatic Power Off setting, and select "Do not turn off." It’s also a good idea to check and disable the Pauses feature there if it's on.

If the issue persists, try initializing the headphones as a last resort. Find detailed instructions here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

As for the noise canceling, it is most effective at blocking constant, low-frequency sounds; things like the hum of an air conditioner or a bus engine. It's naturally less effective on sudden, higher-pitched noises, such as people talking or gym equipment clatter.

You'll also want to make sure the earpads have a nice, secure fit over your ears, as a good seal is crucial for the best performance. Finally, a great step is to check the Sony | Sound Connect app for any available firmware updates, as these can often improve noise canceling over time.

If you run into any more trouble or need a deeper dive into these settings, please don't hesitate to reach out to our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony products. We apologize for your experience.
Warm regards,
Estefany

Hi wrl2020, Awesome! 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 MaxB, We appreciate your feedback nd we're glad that you like the noise canceling function. You can customize the sound using the EQ settings on the Help Guide to fine-tune your music. 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.

For further assistance, please email us at socialsupport@am.sony.com.

Thanks for choosing Sony. Erin

Hi ShelbyU, 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 forsurebro, We're sorry to hear about your concern. We apologize for the inconvenience. Because the headset achieves a tight seal over the ears, forcibly pressing it against your ears or quickly pulling it off can result in eardrum damage. When wearing the headset, the speaker diaphragm may produce a click sound. This is not a malfunction.

In any case that you need our assistance, 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 Guzi, Thank you for sharing your feedback on your experience with your WH1000XM5. While we're glad you like the amazing sound quality of the unit, we regret to hear you're having some heat discomfort when wearing the headset due to the tight seal over the ears.
If you put on the headset without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort.
To ensure a comfortable fit and to use the unit for longer periods, please adjust the left and right slider. This unit also has super-soft, pressure-relieving earpads foamed urethane that evenly distributes pressure.

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 MarcusR, We're glad that you like the sound quality of your headphones. Please ensure you have downloaded the headphones Connect app. You can use the EQ on the app to fine-tune your music. 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 PickyOctopus,
Thank you for your time writing this review. We're glad to hear you like the WH1000XM5 headphones. However, we are sorry if you can't use the 360 Reality Audio feature with most apps. Please note that not all apps are design to support this feature. If the app does not have the access to provide 360 Reality Audio content, the feature will not be available within the app. While the WH1000XM5 are capable of delivering this feature, it's possible that certain compatibility requirements need to be met. This may involve firmware updates or specific settings within the app or the headphones themselves.

For more information about this feature, please refer to these links below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000536374.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00233344

In case you have additional questions or need assistance with your headphones, feel free to contact us by sending an email to socialsupport@am.sony.com with the following:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

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 purchasing SONY! - Kris

Hi Jhajha,

While we're glad you like the exceptional noise cancelling and sound quality of the headphones, it's unfortunate to hear that you're hearing unwanted noise on your headphones. This is definitely not the experience we'd like to hear from you. For noise or unusual sound that is heard during calls, re-establish the connection between the headphones and your source device. Select HFP or HSP for the profile. We also recommend updating the headphones on the latest firmware version. The software includes key features, applications, bug fixes, and feature improvements.

If the behavior still continues, resetting and initializing the headset may help with the troubleshooting. Please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.

We regret to know that the unit had to be returned. We hope you will consider Sony again in a future purchase. Thank you for your feedback.

Sincerely,
Jess

Hi GustavoN, 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 Whitney,

Thank you for the feedback. It is unfortunate that the headphones had to be returned. Thank you for sharing your experience and we hope you will consider Sony again in a future purchase.

-David

Hi Johnny, while the WH1000XM5 units don’t have an IPX rating, These can be used in the gym for workouts. For more serious workouts, we suggest our headphones specifically designed for that task. Check out our WF-C500s and the WF-1000XM4s.



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

Hi Muffin, we're glad you like our product. We understand your feedback regarding the bass of your SONY unit.

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 Dirk, 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