Customer Ratings & Reviews

Hi Sebby, We're glad that you like the overall performance of your new headphones. The XM5 length can be adjusted by sliding the slider to get the best fit.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534513.

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 Jason,

Thank you for the review and your feedback regarding the comfortabability and bass is greatly appreciated. As for the bass sound, we recommend using the Sony headphones connect app for sound quality adjustment and equalizer. 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 YodelyO,

It's concerning to hear you're not having a good experience with your WH-1000XM5 headphones, particularly with the volume level, and that you encountered an issue with the exchange window. We want to ensure you're getting the best possible performance from your Sony product.

Here are a couple of things you can try:

Check both the headphone and source device's volume levels, ensuring both are turned up.

Try resetting your headphones. Here is a link with more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Ensure the headphones' firmware is up to date. Check this out: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

If these steps don't resolve your issue, please reach out to our dedicated support team directly through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

They have the expertise to check further and check for available options.

Thanks for considering Sony products.
-Eliab

Hi Jukebox,

It's amazing to hear you are enjoying the excellent noise canceling feature and amazing audio quality of these headphones. We're also sorry to learn if you hear strange popping noises when wearing the WH-1000XM5 headphones in some locations. You may hear a popping sound from the headphones if you are in a place that uses devices that generate ultrasonic waves to deter or eliminate rodents and pests. If you are bothered by these noises, leave the place where the noise or unusual sound is heard or turn off the noise canceling function/Ambient Sound Mode from the “Sony | Headphones Connect” app.

If noise or unusual sound can be heard, please refer to this link for more details: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00278284

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 sharing your feedback and for choosing Sony! -Jess

Hi Jgretty, Thank you for taking the time to review the WH-1000XM5 Wireless Noise Canceling Headphones. 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. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. thanks for choosing Sony! Jay

Hi George79C, we are sorry to hear that you're having an issue with your headphones. This is definitely not the experience we'd like you to have. We'd love to know more details from you and help you out.

May we contact you to help and get more information? If,
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:

Additional Information regarding your experience with the XM5


I hope this helps.
Sincerely,
Erin

Hi AWSaeed, Gret! We're glad that you are enjoying the sound quality 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 OTownGuy, We're delighted to hear that you like the audio quality and 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 Tracyhua,

We're sorry to hear you're experiencing intermittent audio or unstable Bluetooth connection. Allow us to help you and turn your experience around. Update the headset software to the most recent version. The software includes key features, applications, bug fixes, and feature improvements.

Multiple Wi-Fi devices, microwave ovens, cordless phones, or devices that transmit 2.4 GHz band frequency radio waves can cause the sound to cut out. To improve transmission, change the sound quality mode from Priority on Sound Quality to Priority on Stable Connection. To change the setting, use the Sony Headphones Connect app to select Sound → Bluetooth Connection Quality → Priority on Stable Connection.

If the problem continues on the WH-1000XM5 headphones after performing the steps above, restore the unit to factory default.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If you have connected to the computer with the headphones named LE_WH-1000XM5, the headphones are paired with the computer with Low Energy mode and may cause the Bluetooth connection to fail or unable to hear the sound from the headphones. To avoid this, pair the headphones named without LE_WH-1000XM5. If only LE_WH-1000XM5 is displayed when pairing, wait for a while to show the model name without LE_WH-1000XM5.

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

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

Thanks for letting us help assist you.

Regards,
Jess

Hi Oscar, 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 Tony, 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 LaurenS, Thank you for writing your review. We're glad that you like the WH1000XM5. We're also sorry if you're having issues switching from your phone and mac. To troubleshoot the problem, please check the links below:

https://www.sony.com/electronics/support/articles/00249936
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541784.html



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 Kris, Amazing! We're glad that you are enjoying the audio quality 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 jlacen19, We're sorry to hear about your headphones. It is unfortunate that you are having issues with the hinges of your headphones. This is definitely not the experience we wanted you to have with our premium headphones.

Unfortunately, the limited warranty of your WH1000XM5 does not cover any kind of accidental or physical damage. You may contact our authorized service center (United Radio Service Inc.) for repair options. Please refer to this link:

https://us.esupport.sony.com/support/s/service?language=en_US&cpint=spt-subfooter_prodrepair

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

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

Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Craig

Hi Charles, Thank you for the 5-star rating! 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 ImcraZycy, We are sorry to hear that the headphones keep disconnecting. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn this into a better experience.

Please ensure the software is updated. If your headset has the latest software, a notification will appear on the screen of the “Sony | Headphones Connect” app. Update the headset software following the on-screen instructions. Install the latest headset software to enjoy new functions or to resolve a certain number of issues with the headset. Always use the headset with the latest software installed.

For additional steps, please check the Help Guide below.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534701.html


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

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

Sincerely,
Erin

Hi tunion360,

Thank you for considering Sony products.

We're sorry to hear you're having trouble with your WH-1000XM5 headphones—this isn't the experience we want for you. We'd like to get this sorted out as soon as possible.

To fix the issue, please try these three steps:

Update the firmware: Make sure your headphones are updated to Version 2.4.1. You can find the update and instructions here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

Reset the headset: Follow the steps to reset your headphones here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Initialize the headset: If the problem continues, try restoring your headphones to their factory settings using these instructions: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If the issue continues, please email us at socialsupport@am.sony.com. Your headphones are covered by a one-year limited manufacturer's warranty, and we'll be happy to assist you further. When you write, please include the following information:

- Name:
- BestBuy Username:
- Model Number:
- Description of the Issue:
- Telephone Number:

We appreciate your patience and look forward to assisting you.

Best regards,
-Fred

Hi Trucksenpai, Awesome! We are so glad to hear that you are happy with 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 MariaguadalupeD,

We're sorry to hear about the issues you're having with your WH-1000XM5 headphones. We recommend a few troubleshooting steps: check the fit to ensure proper comfort, as a poor fit can cause discomfort and headaches. You can also try adjusting the noise-canceling settings in the app, as this can sometimes contribute to a feeling of pressure. For the mode-changing issue, please check the app settings to see if features like "Adaptive Sound Control" or "Speak-to-Chat" are enabled, as these can automatically switch modes. If these steps don't resolve the issue, please contact our official support team for further assistance. You can do it through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for choosing Sony.

Best regards,
Eliab