Customer Ratings & Reviews

Hi KarenD, We're delighted to hear that you are enjoying your headphones. Thank you for choosing Sony. Erin

Hi JosephQ,

Thank you for sharing your feedback regarding the WH-1000XM5. If you find the audio levels too low, we recommend ensuring that the volume is turned up to the maximum on both your connected device and the headphones themselves. You can increase the internal volume of the headphones independently by swiping up and holding your finger on the right ear cup touch sensor until you hear a beep indicating it has reached the limit.

We also suggest making sure the Noise Canceling feature is fully activated while listening. By blocking out external ambient sounds, Noise Canceling allows the audio from your headphones to come through much louder and clearer without the need to significantly increase the volume levels. You can toggle this feature easily using the NC/AMB button on the left ear cup or through the Sony Sound Connect app.

Thank you for considering Sony!

Regards,
Dominick

Hi BigB,

Thank you for the review. We're glad to hear that you like the sound quality and comfortable design of the headphones. For touch feature, you can disable this using the Sony Sound 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 NicoAnd,

Thank you for sharing your hones review of the WH-1000XM5. We are very sorry that the Noise Canceling (ANC) did not meet your high expectations, especially feeling that the older XM4 offered a better, more complete seal.

We completely understand your focus on achieving ultimate silence. If your priority is the absolute best noise-canceling performance, we would recommend looking into the WH-1000XM6, as it is our latest model and features a new QN3 processor and 12-microphone array. This hardware is designed to deliver a noticeable improvement in overall ANC and is specifically engineered to handle the mid-to-high frequency noises, like voices, that you mentioned.

Before upgrading, please ensure you have disabled Adaptive Sound Control in the Sony | Headphones Connect app. This feature often automatically lowers the ANC, which can create the "lax" muffling effect you described.

Thanks for considering Sony products.

Best regards,
Eliab

Hello TYLERJ,

Thank you for choosing Sony!

We're excited to hear that your WH1000XM5 headphones are providing the perfect environment for studying and helping you focus by completely blocking out noise. It’s rewarding to know our product is making a positive difference in your daily routine.

Best regards,
-Fred

Hi rockme395, While we're glad that you like the comfort and phone call quality, we regret that these headphones had to be returned. This is definitely not the news we'd like to hear from you. We do have some recommendations for sound related concerns that are also available on the Help Guide. You can also fine-tune your music through the Headphones Connect app.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/index.html


We regret that we can no longer help you troubleshoot the problems you've encountered. We apologize for the inconvenience and we hope that you will consider the XM5 in your future purchase.

Sincerely,
Erin

Hi ASHINO,

We're beyond pleased to hear that you’re loving your Sony headphones and awarding them a fantastic 5-star rating. The amazing sound and best-in-class noise cancelling are truly standout features of your Sony WH-1000XM5, and it’s wonderful to know they make such a difference for you.

Thank you for choosing Sony—wishing you a joyful day!
DiegoV.

Thank you for the fantastic review, Jordy!

We are absolutely thrilled to hear that you are impressed with the WH-1000XM5 headphones! It is incredibly rewarding to know that you recognize the really great quality and the excellent sound performance.

Thank you again for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hi AndrewG,

Thank you for the purchase and we're glad to hear that you like the audio quality and lightweight design of the 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. Thank you for choosing Sony!

-David

Hi JamesS,

That's a win all around with the WH1000XM5! Great noise cancelling and built-in "do not disturb" signal. Enjoy the peace and quiet. Thanks for choosing Sony.
-Aldair

Hi Adrian, Awesome! We are so glad to hear that you are happy with your new WH-1000XM5! 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 PeterHugh, Thank you so much for your awesome review! We are so glad to hear that you are happy with the sound quality and noise canceling of your new WH-1000XM5! From airplane noise to people’s voices, our WH-1000XM5 wireless headphones with multiple microphone noise cancelling keep out more high and mid frequency sounds than ever. And with Auto NC Optimizer, noise cancelling is automatically optimised based on your wearing conditions and environment. -Carl

Hi AlexisG, thanks for choosing and purchasing our product. We appreciate your feedback regarding the sound quality and noise canceling feature of WH1000XM5. It's important to acknowledge the aspects of your feedback. The WH-1000XM5 indeed prioritizes sound quality with an option to adjust this via the “Sony | Headphones Connect” app. It offers two modes: "Priority on sound quality" and "Priority on stable connection". Although the WH-1000XM5 is designed to deliver high-quality sound and effective noise cancellation, individual preferences and experiences with audio quality can vary, leading to different comparisons with products from other brands. Thanks for choosing Sony. ~Earl

Hi DeniseC, That's awesome! Thanks for sharing you experience. We are glad that you like your new Sony wireless noise canceling headphones. 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 your purchase. Enjoy! Vincent

Hi JCCC, Awesome! We're glad that you are enjoying the sound quality and comfort. 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 sjbs, Good 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 Junior, Great! We're glad 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 GeorgeJ, thank you for the amazing review! We're honored to hear the Sony - WH1000XM5 stood out in your comparison—especially in sound quality. These headphones are built to deliver an exceptional listening experience, with industry-leading noise cancellation, crystal-clear audio, and a lightweight, comfortable design perfect for all-day use. We're glad they impressed you, and we appreciate you choosing Sony for your sound experience! Best regards, -Dominick

Hi SamG,

We appreciate the positive feedback and we're glad to hear that you like the noise canceling of the headphones. We value your feedback. You can use the Sony Headphones Connect app to change the tap detection sensitivity. 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 ErikF, Great! We're thrilled to hear that you like the sound quality, noise canceling, and battery life. 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