Customer Ratings & Reviews

Hi Sarah, 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 Isaa, 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. -Carl

Hi Trey, Awesome! We're glad that you like the sound quality, slick and comfortable design. 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 XPDR, Awesome! We're pleased to hear that you are enjoying the sound quality 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 Armo, thank you for choosing and purchasing our newest industry-leading noise canceling headphones. We're sorry to hear that you have an issue with your SONY unit. We would like to check your file so we can better assist you.

Please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number: Case Number:

~Earl

Hi Astonic,

Thank you for taking the time to review your WH-1000XM5 headphones. We're sorry to hear that you have an issue regarding the build quality of your Sony unit. 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 elegant design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear.

If you require additional assistance regarding your concern, you can email us at socialsupport@am.sony.com with the following details:

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

Regards,
Jess

Hi JeremiahF,

Thank you for taking the time to provide your feedback regarding the WH-1000XM5. While we're glad that you like its amazing sound quality, we sincerely apologize for the issues you encountered with the product. We understand how disappointing it can be when a product falls short of expectations, particularly after an initially positive experience. This is definitely not the quality or durability we aim to deliver to our customers. For more information regarding the headband issue, please refer to the following link:

https://www.sony.com/electronics/support/articles/00346233

Should you need more information/technical assistance, 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

Hi Rich, thank you for reaching us out. We regret that the WH1000XM5 did not fully meet your expectations. This is definitely not the experience we'd like you to have. 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: Model Number: Additional Information regarding your experience with the XM5 We are sorry for the inconvenience and hope to speak to you to resolve this matter. Regards, Erin

Hi Miguel,

Thank you for your review. While we are glad that you like the superb sound quality of our WH-1000XM5, we are really sorry if you find these headphones uncomfortable to wear. The WH-1000XM5 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. You may try adjusting the headband slider so that they cover your ears and have more personalized comfort. For more details, please refer to the following link:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html

And for the noise canceling, the article below will help improved this feature:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

If there's something we can do to help or you need more technical assistance/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:

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

We appreciate you and your input, and thank you so much for choosing Sony.

Best regards,

Romeo
Sony Social Support

Thank you for sharing your feedback, Expensivetech.

We are truly sorry to hear about your difficult experience with your WH-1000XM5 headphones and, especially, your deep frustration with the warranty process. We sincerely apologize for the inconvenience and the cost you incurred, and we regret that your experience has led you to question our support for premium products.

We understand that receiving a denial on a warranty claim is disappointing, and we want to assure you that these decisions are based on the terms and conditions outlined for the product.

While we cannot promise to overturn a decision that has already been made, we would like to document and internally review your specific case regarding the quality of the support you received. This feedback is crucial for us to continually improve our policies and customer service experience.

we kindly ask that you email us at socialsupport@am.sony.com and include the following details so we can investigate your case details:

Your name and contact information.

The original case or reference number you were given by the support team.

The product serial number.

We highly value you as a past Sony customer and appreciate you taking the time to share this critical feedback.

Best regards, Gus, Sony Social Media Team

Hi gonti,

We are sorry to hear about your concern with the sound quality of your Sony headphones. We can isolate and hopefully resolve this issue by following the guide from this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html. Do not forget the update the firmware of your unit to improve their performance: https://www.sony.com/electronics/support/wh-1000xm5/software/00278246.

Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Vincent

Hi SonySucks, We apologize for the inconvenience that you experienced with your Sony WH1000XM5. This is definitely not the quality or durability we aim to deliver to our customers. Please allow us to help you and investigate this issue further. For further assistance, please reach out to our Sony customer support team, providing details about your concern and contact them through this link: https://us.esupport.sony.com/support/s/service?language=en_US.

Or email us at socialsupport@am.sony.com with the following details:

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

Regards,
Sam

Hi ThomasA,

Thank you for sharing your feedback with us. We sincerely apologize that our WH-1000XM5 headphones did not meet your expectations, leading you to exchange them for another brand. This is certainly not the experience we aim to provide.

We understand your concerns regarding the Active Noise Cancellation (ANC) and build quality in comparison to the WH-1000XM3 and WH-1000XM4 models. The WH-1000XM5 was intentionally designed to be lighter and more comfortable for prolonged use, which may result in a different sensation than its predecessors. Despite this, we remain committed to upholding high standards of performance and durability.

Furthermore, the WH-1000XM5 headphones are equipped with two processors that manage eight microphones, delivering unparalleled noise cancellation and outstanding call quality. They also feature a newly developed 30mm driver, DSEE Extreme, and Hi-Res audio support, ensuring an exceptional audio experience. Our Voice Pickup Technology utilizes four microphones specifically calibrated to capture only your voice, providing clear and crisp calls.

Your feedback is invaluable to us and plays a crucial role in enhancing our products. We apologize for any inconvenience caused and hope you will consider Sony for your future audio needs.

Sincerely,

Romeo

Hi Shadowito, We're sorry to hear that the loudness of these headphones did not meet your expectations. This is definitely not the experience we'd like you to have. Allow us to help and turn your experience around.

For low sound level, please check the following:
Turn up the volume of the headset and the connected device.
Connect the Bluetooth device to the headset once again.
Reset the headset.
Initialize the headset, and pair the headset and the device again.

Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534511.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 LittleMac, we are sorry to hear that the setup process for the WH-1000XM5 headphones wasn't as smooth as you expected. We always aim to provide products that are both high-quality and user-friendly, and we regret that your experience didn't reflect that.
If you ever consider giving them another try, we'd be more than happy to guide you through the setup process step by step. Your feedback is valuable and helps us improve, thank you for sharing it. Regards, - Dominick

Hello Anonymous,

Thank you for considering Sony products.

We apologize for the concerns regarding the durability of the WH-1000XM5 headphones. They are designed with quality materials to provide long-lasting use, but we understand your worry about potential issues within a year. If you experience any problems, please check the warranty and support options available to you. Meanwhile, for improving sound quality, we recommend tuning the Equalizer settings—detailed steps can be found here: https://www.sony.com/electronics/support/articles/00286844.

We will also share your feedback with our team to help address these concerns. Thank you for bringing this to our attention.

Best regards,
-Fred

Hi Nunya, Amazing! We're glad that you are enjoying the audio 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 Angel, we are sorry to hear this. This is definitely not the experience we'd like you to have. Sony values the opinions of customers and is always striving to provide the best experience possible. Allow us to help and turn your experience around.

The WH1000XM5 can be paired to TVs that support A2DP Bluetooth profile. If you're unable to make a Bluetooth connection, please try the following:

Check that the headset is turned on.
Check that the Bluetooth device is turned on and the Bluetooth function is on.
If the headset automatically connects to the last connected Bluetooth device, you may fail to connect the headset to other devices via Bluetooth connection. If this is the case, operate the last connected Bluetooth device and disconnect the Bluetooth connection.
Check if the Bluetooth device is in sleep mode. If the device is in sleep mode, cancel the sleep mode.
Check if the Bluetooth connection has been terminated. If terminated, make the Bluetooth connection again.
If the pairing information for the headset has been deleted on the Bluetooth device, pair the headset with the device again.
Check if the software is updated through headphones connect app.
Reset the headset.
Initialize the headset, and pair the headset and the device again.

Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534694.html

Should you need further 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

JohanaM, thanks for choosing and purchasing our product. These headphones are not sweatproof nor waterproof. Touching the headset with sweaty hands, or using the headset in situations where the headset may get soaked in sweat may result in malfunction. They can still be used while doing light exercises but not if you sweat a lot while working out. Please take note that these units don’t have an IPX rating.

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

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