Customer Ratings & Reviews

Hi chillwilltheone, We're glad that you like the ease of using the controls. 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 BrandonS, We're glad that you like 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.

We are also sorry to hear that the sound cuts in and out. To avoid having this issue, please ensure the headphones and the connected device is within the Bluetooth range. Ensure that the software is updated to version 1.1.3. You can check the software by launching the Headphones Connect app.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

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 JazlynA, Great! We're glad that you and your kids are enjoying the WH1000XM5. We appreciate your feedback and thank you for choosing Sony. Erin

Hi ClaytonB, We're happy to hear that you're satisfied with your purchase and service received from the store. We appreciate your feedback and thank you for choosing Sony. Erin

Hi Daniel, Very nice! We're glad to hear that your new Sony WH-1000XM5 Headphones worked as advertised, providing you with amazing performance and incredible audio you expected. Thank you so much for offering a fantastic rating on the product! -Jess

Hi Whayves, Thank you for choosing Sony! Awesome gift! 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. -Carl

Hi Chuck, We're happy to hear that you are satisfied with your purchase. 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 PamW, Excellent service! We're also 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 Gianni, We're thrilled to hear that your girlfriend loves these 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 JoseA, 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 Francisco, We're glad that you like the build quality and noise canceling. 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 AliceB, Amazing! We're very happy to hear that you're satisfied with your purchase and good to know that you had am excellent shopping experience. We appreciate the recommendation and thanks for choosing Sony! -Sam

Hi Javi, Amazing! 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 Elizabeth, we're glad you love our product! Thanks for choosing Sony! ~Earl

Hi Richard, wow! We're glad you like our industry-leading noise canceling 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. ~Earl

Hi Dania, that's awesome! We're truly happy to know that your son loves his WH-1000XM5. Thank you so much for the perfect star review and for choosing the best brand, Sony! - Romeo

Hi Anonymous,

While we're glad that you like the sound quality, we would like to apologize if you feel the bass is not sufficient on your WH-1000XM5 headphones. If you haven't yet, please try to follow the troubleshooting steps below.

To ensure an optimal listening experience, downloading the Sony Headphones Connect app lets you adjust your bass levels and gives you different sound modes. There is even an EQ in there—which can be customized to fine-tune your music to your liking. You can edit the volume of the CLEAR BASS. Increasing the CLEAR BASS setting value allows your headphones to reproduce dynamic deep bass without distortion, even at a high volume.

NOTE: When the audio source does not contain much bass sound, the bass sound may not be audible.

If you are 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:

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Regards,
Jess

Hi KarenSM, We're glad that you're enjoying your WH1000XM5. We appreciate your feedback and thank you for choosing Sony. Erin

HI KevinG, Great! We're glad that you like the ease of using your new headphones. We appreciate your feedback and thank you for choosing Sony. Erin

Hi DannyD,

Thank you for reaching out to us with your concern. We're sorry to hear that you have an issue with the headband hinge of your WH-1000XM5. This is definitely not the quality or durability we aim to deliver to our customers. Sony commitment to customer satisfaction is our top priority and the WH-1000XM5 were tested and build to last.

Please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.

If you still have the unit, may we contact you to help and get more information? 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:
Sony Model Number:
Additional Information regarding your experience with the WH-1000XM5:

We value your feedback and aim to restore your trust in Sony.

Sincerely,
Jess