Customer Ratings & Reviews

Hi CraigJ,

Thank you for your review, and we are sorry if the noise canceling feature of our WH-1000XM5 didn't live up to your expectations. This is definitely not the news that we would like to hear. Please allow us to help you and turn this into a better experience. If you haven't tried yet, please follow the troubleshooting steps below to isolate the problem:

• Make sure that the noise cancelling 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

If there's something we can do to help or you may need more information with our product, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following:

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

Thank you for your purchase, and for choosing Sony.

Best regards,

Romeo

Hi there, We are sorry to hear that you are experiencing issues with your WH-1000XM5 headphones. If you still have the WH-1000XM5 headphones, we'd love to troubleshoot the issue and make this a better experience for you. In the meantime, resetting and initializing the headphones will help troubleshoot the issue. To reset, please check on this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

To initialize, please follow this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

Please make sure that the headphones has the latest software version installed as this will help improve the performance of the WH-1000XM5 (Version 1.1.3). To check on the update, please click on this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246.

Also, check with the “Sony | Headphones Connect” app that the setting of [Connect to 2 devices simultaneously] is on. (Confirm that both devices are connected in the Device Currently Being Connected section of the app)

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 Sonyxm5, Awesome! We're glad that you are enjoying the battery life and features 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 NelsonM,

Thank you for the feedback. These headphones features an adjustable slider (left and right) to ensure comfortable fit for long period of time. The step-less slider, seamless swivel and hanger, and silent joints, make it a pleasure to wear. 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 Anthony, Thanks for your feedback and insights. Sony values the opinions of customers and is always striving to provide the best experience possible.  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 Grant,

Thank you for the review. Your feedback is greatly appreciated. For your information, the touch controls can turn off/on the touch controls if desired using the Sony headphones connect app.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00269130

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

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

-David

Hi InaB, Fantastic! We're thrilled to hear that you feel the WH-1000XM5 is the best headphones you've ever owned. Good to know you're enjoying the amazing features, especially the excellent noise canceling and overall sound quality of the 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. Thank you for sharing your awesome feedback and for choosing Sony! -Jess

Hi vepagram, Awesome! We're happy to hear that you like 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 Goose, 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 JamesP, 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 Bryan, Great! You definitely made the right choice. We are extremely pleased you are enjoying the superb sound quality and noise canceling feature of your 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! -Jess

Hi RoxanaR, Great! We're pleased to hear that you are enjoying the sound 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

Thank you for sharing your feedback, SharlaI.

We are truly sorry to hear that the noise-cancelling performance of the WH-1000XM5 did not meet the specific needs for your daughter’s hearing sensitivity, and we understand your decision to return the product.

While the XM5 series typically provides industry-leading noise cancellation, we acknowledge that noise sensitivity needs can be highly specialized. We regret that this model did not provide the level of isolation required for comfortable all-day use.

Thank you for bringing this specific requirement to our attention.

Best regards, Gus, Sony Social Media Team

Hi hanna, 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 EdwinR, We're glad that you like the sound quality. While the WH1000XM5 units don’t have an IPX rating, you can still enjoy using these for walks and simple workouts. With regards to the issue you've experience, please ensure the software is updated with version 2.1.0. You may also check some troubleshooting steps here:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.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 TJBR, We regret to hear that the sound quality did not meet your expectation and this do not fold down. We understand that each of us has different listening preferences and that is why we included ways to customize the audio quality to suit your liking using the Headphones Connect app. Please ensure you have it downloaded. We also recommend ensuring the software version is updated. You can also verify the software using the Headphones Connect app.

Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534511.html

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

Sincerely,
Erin

Hello TiffaniG, thank you for bringing this out to our attention! We're sincerely sorry to hear you had this bad experience with the WH1000XM5 Bluetooth feature, this is not an expected behavior. Let us provide you personalized assistance through email. Kindly send us a message with your name, Best Buy username, issue, headphone's model number and telephone number at socialsupport@am.sony.com. Looking forward to hear from you soon! We're here to help! Best regards, -Jenn.

Hi MingL, 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 JasonB, we regret to hear that the headphones had to be returned. There is a physical button on the WH1000XM5s. It is labelled NC/AMB. Tapping this button will switch from noise canceling to ambient sound mode. You also have full control of the noise canceling/ambient sound in the App.

Your feedback is highly appreciated. We hope that you'll consider Sony in your future purchase.


Regards,
Erin

Thank you for sharing your honest feedback about the WH-1000XM5, LillianJ! We understand that sound quality preferences can be highly personal and may vary from listener to listener. While many users have praised the balanced sound and high-resolution audio these headphones offer, we appreciate that everyone’s taste in audio is unique.

If you’re open to experimenting, the WH-1000XM5 provides extensive sound customization via the Sony Headphones Connect app. You can adjust the EQ settings, boost or reduce bass and treble, and tailor the audio profile to better suit your listening style. Some users, for example, prefer a V-shaped EQ or increasing “Clear Bass” to enhance their experience.

We’re glad to hear you were impressed by the noise canceling performance—many agree that it’s among the best available, making them ideal for use in noisy environments.

Thank you again for your input. Your comment helps us continue to improve our products, and your experience will inform others considering the WH-1000XM5. If you have any further suggestions or questions, we’re here to help!

Thanks again for sharing your experience and for choosing Sony!

Best regards,
Gus
Sony Social Media Team