Customer Ratings & Reviews

Hi Firecodeny1957, Awesome! 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 SheidaA, Awesome! We are so glad to hear that you are happy with your new 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 Leeraldy, We're glad that you like these headphones. We'll take note of your feedback with regards to the cover. 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 carlos57, We are glad that you like the sound quality nd noise canceling feature. We'll take note of your feedback with regards to the earpads.  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 ThisGuy, Awesome gift! 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. -Carl

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 MohammedI, We're sorry to hear about this. This is definitely not the experience we'd like you to have. There are various reasons as to why our ears hurt when putting or wearing headphones, such as:

- You may be experiencing a symptom called listener fatigue. That is where your eardrums work hard to manage the volume that flows through your ear canal. The louder the volume, the bigger the strain on your eardrums, which then causes the feeling of fatigue.
Note: Try lowering the volume or take a break from wearing them for a while.
- How long have you been wearing the headphones? The longer you wear headphones, the more your ears may hurt.
Note: You may need to limit your headphone usage.
Ref: https://www.sony.com/electronics/support/articles/00015243?utm_source=glean



I hope this helps but if you still need assistance, do not hesitate to drop us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi lakergirlaj,

Thanks for sharing your review and experience with the WH1000XM5. We regret to hear that you are not satisfied with the headphones. For optimum performance, make sure to install the latest software of the headphones (via the Sony Headphones Connect app).

Sound quality may vary depending on the source content. You do have the option to adjust the Sony app's equalizer function to tailor-fit the sound quality to your needs. For more information, please refer to this link:

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

Hope this helps. In case you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Ralph

Hi Malbi, 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. -Craig

Hi Sjbs, Thanks for leaving us such a great review on the WH-1000XM5! We are really delighted to hear your son is satisfied with the great noise cancellation and incredible sound quality of his new WH-1000XM5 Wireless Noise Cancelling 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. You deserve a pair of WH-1000XM5s for that! Thanks for choosing Sony! -Jess

Hi NhungL, 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 Rfees33, We regret to hear that the sound quality did not meet your expectations. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem. If you haven't tried it yet, please ensure you have downloaded the headphones connect app. It has an equalizer that you can use to fine-tune your music.

We also recommend checking some troubleshooting steps on the Help Guide for sound related concern: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.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 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 katyDad,

Thank you for your feedback on the WH-1000XM5 headphones. We are sorry to hear about the issues you experienced with the active noise cancellation (ANC) and connectivity. Regarding the ANC stopping intermittently, this could be related to the Adaptive Sound Control feature, which adjusts the noise cancellation based on your activity and location. You can try disabling this feature in the Sony Headphones Connect app under the Status Tab and manually setting the ANC level under the Sound Tab. For the sound issues while watching a Netflix movie, it might be helpful to ensure that your headphones' firmware is updated to the latest version, as updates can improve overall functionality. You can check for updates and troubleshoot sound issues using the guide provided here:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/downloads

You may also find the following article helpful for Bluetooth connectivity issue:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00097458

If these steps do not resolve the issues, please email us at socialsupport@am.sony.com with the following so we can best assist you.

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

I hope this helps.

Sincerely,

Romeo
Sony Social Support

Hi YoneaqueS,
Thanks for reaching out about your WH-1000XM5 headphones. We're sorry to hear you've been running into some issues. We want to get this sorted out for you.

Regarding the sound shutting off, it is usually caused by a couple of the headphones' built-in smart features, like "Automatic Power Off" and "Pauses when headphones are removed," which can sometimes be triggered by all the movement during a workout.

You can turn both of these off in the Sony | Sound Connect app. Just head to Device Settings > System, find the Automatic Power Off setting, and select "Do not turn off." It’s also a good idea to check and disable the Pauses feature there if it's on.

If the issue persists, try initializing the headphones as a last resort. Find detailed instructions here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

As for the noise canceling, it is most effective at blocking constant, low-frequency sounds; things like the hum of an air conditioner or a bus engine. It's naturally less effective on sudden, higher-pitched noises, such as people talking or gym equipment clatter.

You'll also want to make sure the earpads have a nice, secure fit over your ears, as a good seal is crucial for the best performance. Finally, a great step is to check the Sony | Sound Connect app for any available firmware updates, as these can often improve noise canceling over time.

If you run into any more trouble or need a deeper dive into these settings, please don't hesitate to reach out to our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony products. We apologize for your experience.
Warm regards,
Estefany

Hi RogerM,

Thank you for the review and we're sorry to hear what happened with your headphones. For 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 wrl2020, Awesome! 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 MaxB, We appreciate your feedback nd we're glad that you like the noise canceling function. You can customize the sound using the EQ settings on the Help Guide to fine-tune your music. 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.

For further assistance, please email us at socialsupport@am.sony.com.

Thanks for choosing Sony. Erin

Hi ShelbyU, We're thrilled 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 forsurebro, We're sorry to hear about your concern. We apologize for the inconvenience. Because the headset achieves a tight seal over the ears, forcibly pressing it against your ears or quickly pulling it off can result in eardrum damage. When wearing the headset, the speaker diaphragm may produce a click sound. This is not a malfunction.

In any case that you need our assistance, please email the below information to socialsupport@am.sony.com or chat with us from Sony’s e-support webpage. 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 WH1000XM5:

We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate you and thanks again for shopping Sony!

Sincerely,
Jay