Customer Ratings & Reviews

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 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:

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Thank you for your purchase, and for choosing Sony.

Best regards,

Romeo

Hi KaceyJ, thanks for choosing and purchasing our product. We understand your feedback regarding the earpads of your Sony unit. We would like to turn your opinion around regarding the WH1000XM5. Adjust the orientation of the left and right units so that the earpads fit snugly all around your ears. Please check this link for more information on wearing the unit:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=earpads

If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

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 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 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 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:
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Sincerely,
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 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

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 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

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 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 MoisesS, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the Bluetooth connectivity of your Sony unit. This is not always the case for our Bluetooth headphones. We'd like to turn your opinion around regarding our WH1000XM5. Set the headset to “Priority on stable connection” using the Sound Connect (formerly “Sony | Headphones Connect” app.) Please check this link for more details:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534501.html

You can also find this link helpful:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.html?search=skip

Please make sure that your headphones have the latest firmware update. You can check for updates using the Sound Connect app.

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

If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi JAGame, Great! We're glad that you like the 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 NdyaH,

Thank you for taking the time to share your honest experience with the WH-1000XM5. We truly appreciate your loyalty to the 1000X series, and we’re sorry to hear that this generation feels like a step backward for you—specifically regarding the headband design and clamping force. We’ve noted your feedback on the build quality, as it helps our engineering teams understand how the new, slimmer design performs in real-world daily use.

Regarding the Noise Canceling (ANC) performance, we want to ensure you're getting the most out of the "Integrated Processor V1." Since ANC relies heavily on physics, here are two quick adjustments that often resolve the issue:

- Ensure a Perfect Seal: The XM5s use a redesigned ear pad. If there is even a tiny gap between the cushion and your skin (caused by glasses, hair, or positioning), the ANC effectiveness drops significantly. Make sure the cups fully encompass your ears.

- Disable Adaptive Sound Control: This feature automatically adjusts ANC based on your environment. Sometimes it can feel like the ANC is "weakening" when it’s actually just adapting. You can turn this off in the Sony | Headphones Connect app to keep the noise canceling at its maximum, consistent level.

For a deeper dive into optimizing the noise canceling effects, you can view our official optimization guide here:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

We’re glad you’re enjoying the improved touch interface, and we hope these tweaks help the ANC performance meet the high standards you've come to expect from us.

Thank you for considering Sony!

Regards,
Dominick

Hi JackS,

We’re truly sorry to hear about your experience with the WH1000XM5 headphones. Noise canceling should be top-tier, and comfort is essential for long listening sessions.

For the noise-canceling issue, you may want to ensure Adaptive Sound Control is turned off and adjust the NC optimizer for your environment. Here’s a detailed guide on optimizing noise cancellation:  https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

Regarding comfort, adjusting the fit or extending the headband can sometimes help alleviate pressure points. Here are tips for a more comfortable fit: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=wear

If the problem persists after trying these steps, we recommend reaching out to our product support team via phone call at 239-245-6354 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US

Hours of Operation:
Monday - Friday 9:00 am - 9:00 pm ET
Saturday - Sunday 10:00 am - 8:00 pm ET

Thank you for your patience, and we look forward to resolving this issue promptly!

Sincerely,
Maria

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