Customer Ratings & Reviews

That's great to hear, MisterMystery! We're glad you're happy with your purchase. Make sure to keep your device's firmware up to date to enjoy all its features. Thanks for choosing Sony! -Craig

Hi DanielK 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 DavidW, Fantastic! We're glad that you are enjoying the noise canceling function of 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 leggers, awesome! Glad you are enjoying the noise canceling feature and sound quality of our product! Thanks for choosing Sony. ~Earl

Hi Belly,

We are sorry to hear that you are experiencing issues with the WH-1000XM5 touch sensor control panel doesn't work properly. When you swipe your finger forward/backward or up/down on the touch sensor control panel, the touch sensor control panel may not work correctly depending on the angle at which the headset is worn or the direction your head is facing. Make sure that your headphones are running on the latest firmware version. If the touch sensor control panel does not work, follow the steps on the links below to resolve the issue.

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534701.html
https://www.sony.com/electronics/support/articles/00263863

If you're unable to resolve your concern, you can email us at socialsupport@am.sony.com with the following details:

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

Despite your concerns, we're happy that you like most of the features, especially the excellent audio and noise cancellation of these headphones. Thank you for sharing your feedback and for choosing Sony! -Jess

Hi Ethan, Perfect! Thank you for taking the time to write such an in-depth review of your experience with your WH-1000XM5 Headphones! Your assessment is spot on! Superlative sound, engineered to perfection. The specially designed 30-mm driver unit of these headphones is fantastic and its great to hear you agree as well. You're now able to enjoy High-Resolution Audio with and without wires. Thank you so much for leaving us such a wonderful review of your new Headphones! -Jess Sony Social Support

Hi RegularConsumer,

Thank you for the review and we're glad to hear that you like the sound quality of the headphones. They can still be used while doing light exercises. 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 MarkS, Amazing! We're thrilled that you are enjoying the 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 RahulJ,

Awesome! We're glad to hear that you like the noise canceling and gesture control of the headphones. We appreciate the recommendation and thank you for choosing Sony!

-David

Hi SamidA, Great! We're thrilled to hear that you're enjoying your new headphones. Your feedback is greatly appreciated and thank you so much for choosing Sony. Erin

Hi WeirdTangerine, Awesome! We're delighted 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 April,
Thank you for such a great review and recommendation! We're happy to hear you love the quality, noise canceling function and features of your WH-1000XM5. These 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! - Kris

Hi Adverb, We regret that the WH1000XM5 did not fully met your expectations. This is definitely not the experience we'd like you to have. For optimum performance, please ensure the software is always updated. Please launch the Headphones Connect App to check and verify the software. We also have troubleshooting steps available in the Help Guide. Please check here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/index.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 Jennifer, We're thrilled to hear that you're enjoying you new headphones. We appreciate your feedback and thank you for choosing Sony. Erin

Hi Elizabeth, While we're glad that you like the noise canceling, we regret that the headphones had to be returned due to its fit. Your feedback matters as it help us in improving our products. We hope you'll consider getting the WH1000XM5 in your future purchase. Best regards, Erin

Hi JonathanM, Amazing! We're happy to hear that you are enjoying the sound quality. 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 Anonymous, You've made a fantastic choice! We're very happy to hear you like the amazing sound this unit delivers. Thanks for choosing Sony! -Sam

Hi deckofmarkov, 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 Wichitsuwan,
Awesome! We're glad to hear you like your WH1000XM5 headphones. This is definitely one of the best noise canceling headphones on the market. Thanks for your positive feedback and for choosing Sony! - Kris

Hi Dilldog, Awesome! We're glad that you are enjoying the sound quality of your headphones. We regret if the build quality did not meet your expectations. For sound related issue, please try the following:

Turn down the volume of the connected device if it is too loud.
When playing music, if the headset and the transmitting Bluetooth device are connected via an HFP or HSP Bluetooth connection, switch the Bluetooth connection to A2DP with the connected device.
Some devices that emit ultrasonic sound waves designed to repel rodents may occasionally be installed at the entrances of commercial facilities or subway stations. Near such devices, the ultrasonic sound waves may cause noise or unusual sound to be heard from the headset. 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.
When using a video calling application on a computer, switch the Bluetooth connection to HFP or HSP with the computer.
During a video call, sound quality may become low due to the conditions of the communication line.
If the headset connects to the previously connected Bluetooth device, the headset may only establish the HFP/HSP Bluetooth connection when it is turned on. Use the connected device to connect via an A2DP Bluetooth connection.

For more details, please check here:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.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