Customer Ratings & Reviews

Hi AlexanderM

We're genuinely sorry to hear that the WH-1000XM5 headphones didn't provide the comfort you need, particularly with the padding on the headband and earcups. We understand how important a comfortable fit is for an enjoyable listening experience.

If comfort is a key concern, you might be interested in exploring our newest model, the WH-1000XM6, which features a redesigned headband and earcups that many users find offers enhanced comfort for longer listening sessions.
Thanks for considering Sony Products.
-Eliab

Hi KareemR,

Thank you for the review and we do apologize for the inconvenience. Please check this article on how to resolve your issue.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00267838?cpint=spt-mdr_triage_00204483_noisecanceling

Thank you for choosing Sony!
-David

Hi Mike Great! We're pleased to hear that you are enjoying the battery life, comfort, sound and call 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 MICHAELM,
Thank you for your feedback. We apologize for the frustration you're experiencing with the WH-1000XM5 headphones, both with the Bluetooth connectivity and the difficulty determining the power status. This is certainly not the experience we want for our customers and we're sorry for the inconvenience.
To address the Bluetooth connectivity issue, we recommend trying the following troubleshooting steps:

-On your smartphone or computer, go into the Bluetooth settings and "forget" or "unpair" the WH-1000XM5. Then, restart your device and try the pairing process from the beginning.
-Initialize the headphones. You can find the instructions here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
-Ensure your headphones are running on the latest firmware. You can check for and install updates using the Sony | Sound Connect app.

Regarding the difficulty in telling whether the device is on or off, the headphones have an LED indicator. When you turn on the headphones, the indicator will flash blue. Please check this link for a detailed explanation of the indicator lights and their meanings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534536.html

If these steps do not resolve the issue, or if you need further assistance, please don't hesitate to contact our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony products and for bringing this to our attention.
Sincerely,
Estefany

Hi None,

Thank you for the review! We're glad to hear that your daughter likes the headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David

Hi Jeffo,
Awesome! We're really happy that your investment with your WH1000XM5 headphones are worth it. We always strive to deliver the best quality with our products. Thanks for choosing Sony! - Kris

Hi Nick, 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 JTBirdface, We're glad that you're enjoying your new headphones. We appreciate your feedback and thank you for choosing Sony. Erin

Hi BestTech2023, We're glad that you're enjoying 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 Abrookz, Thanks for sharing your feedback. We are happy that you like your new Sony WH1000XM5 wireless noise canceling headphones. Thank you for your purchase. Enjoy! Vincent

That's perfect, CarenC! We're glad that you are happy with your new Sony 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! -Craig

Hi barcelona10, We're sorry to hear about the issues you're experiencing with your Sony WH1000XM5. While we're glad you like the excellent sound quality, we regret to learn that everything besides the sound quality is terrible. This is definitely not the news that we would like to hear. Please allow us to help you and turn this into a better experience. Let's try to isolate and resolve the intermittent Bluetooth issue by following the troubleshooting steps on the link below:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.html

If you are unable to resolve your concern and need further assistance on your other issues about these headphones, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Sam

Hi Mari, We're glad that you like the sound quality. We're sorry to hear that 3 pairs of these were broken. This is definitely not the news we'd like to hear from you. You can check or contact our Authorized Servicer to check for repair options available. Please visit https://us.esupport.sony.com/support/s/service?language=en_US

Sincerely,
Erin

Hi MiguelD, While we're glad that you love the headphones, we regret that you had it returned.  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 alan,

Thanks for sharing your review and experience with the WH1000XM5. Your feedback is greatly appreciated. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).

Sound quality may vary depending on the source content. You have the option to adjust the equalizer function of the Sony app to fine-tune the sound quality depending on your needs. You may find this link helpful:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534533.html

Hope this helps. In case you need further assistance, please email the below information to socialsupport@am.sony.com.

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

Thanks for choosing Sony!
-Ralph

Hi Yass, Amazing! We're thrilled to hear that you like the noise canceling. We're also glad that you like using these for travelling or at the gym. Thank you for choosing Sony. Erin

Hi BethH, Amazing! We're thrilled to hear that you love 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 WeightsAndHoopsStudios, We appreciate your output. We're glad that you are enjoying your new headphones. Thank you for choosing Sony. Erin

Hi Tyra, We're delighted to hear that you're enjoying your new headphones. Your feedback is greatly appreciated. Thank you for choosing Sony. Erin

Hi sak321, We appreciate your feedback! We're also glad that you're enjoying the WH1000XM5. Thank you for choosing Sony. Erin