Customer Ratings & Reviews

Hi JEvo9, Excellent choice! We're truly glad that you like the audio quality and these headphones exceeded every expectations. Thank you for choosing Sony. Erin

Hi Xbox, Amazing! We're delighted to hear that you're enjoying your new Sony WH1000XM5. We appreciate the recommendation and thanks for choosing Sony! -Sam

Hi Ambb, Awesome! We're extremely happy to hear you love everything about your Sony WH-1000XM5 and it delivers intuitive touch controls and excellent overall build quality. It's wonderful to know your investment is worth it. Thankyou for upgrading to your new WH-1000XM5 and for trusting Sony! -Jess

Hi GAM03, We're glad that you like 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 JiggerMeKnickers, While we're glad that you like the noise canceling, controls, comfort, and other function, we regret that the sound quality did not meet your expectation. We understand that not everyone has the same listening preferences and we appreciate your feedback.

There is good news however! By downloading the Headphones Connect app, you can customize the settings to suit your preferences. It also has an Equalizer that you can select and customize to fine-tune your music.

For low sound quality, please follow the steps below to troubleshoot the problem:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html


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 Dennis, We're glad that you like the battery life, sound quality, and noise canceling function.We're asorry if you have to take them off every 30 minutes. 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. Ref: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00015243

In addition, the XM5 length can be adjusted by sliding the slider. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534513.html

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

Name:
Username:
Model Number:
Issue:
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Sincerely, Erin

Hi Biggie,

Thank you for the review and we're glad you like the bass sound quality and friendly user-interface of the 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. Thank you for choosing Sony!

Regards,
David

Hi HanserV,

Thank you for the purchase and we're glad to hear that you like the headphones. We appreciate the recommendation and thank you for choosing Sony!

-David

Hello, CarlosM. Thank you for sharing your feedback! The WH-1000XM5 Wireless headphones were designed to be ultra-comfortable, up to 30-hour battery life with quick charging, noise cancelling and magnificent sound, perfect for relax and enjoy your music with no distractions. If the sound is too quiet, ensure that the volume on the connected devices and the headphones is turned up to an adequate level. Also, we're aware how important is a healthy life, this is why in Sony we have some other portable audio products that can adequate to your active routine. Thank you for choosing Sony! -Jenn

Hi Bostonian42011, Thank you for the feedback on your experience with your WH1000XM5. We're glad you like the overall performance and features of your new Sony headphones. We always appreciate customers who take the time to give us their feedback. Thanks for choosing Sony! -Sam

Hi yragha, we regret to hear that the noise canceling function did not meet your expectation.  Sony values the opinions of customers and is always striving to provide the best experience possible. 

If the effect of noise canceling is not sufficient, please try the following:
Make sure the noise canceling function is turned on.
Adjust the headset into a comfortable position.
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions.
To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
With the “Sony | Headphones Connect” app, check the setting of [Ambient Sound Control]. If it is set to [Ambient Sound], the effect of noise canceling is reduced. Set it to the noise canceling mode.
Check with the “Sony | Headphones Connect” app whether the function of the NC/AMB button is set to [Ambient Sound Control].
Because the noise canceling performance is automatically optimized by the Auto NC Optimizer function according to changes in the wearing condition and usage environment, you may notice fluctuations in the noise canceling effect.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

We also recommend updating the software if needed. Resetting or initializing the headset is also a recommendation.

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 CodyH, Excellent! We're thrilled to hear that you like the sound quality nd noise canceling function 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 Hank,
Perfect! Your satisfaction with your WH1000XM5 headphones are greatly appreciated. Thanks for sharing your great experience with us and for choosing Sony! - Kris

Hi Abdu, Thank you for the positive review! We're glad you appreciate the top-notch noise canceling of the Sony WH1000XM5. I hope you consider our Sony products in the future. Thank you for sharing your feedback. -Sam

Hi Ryan, We're glad that you like the noise canceling function. We're also sorry to hear that the battery life and comfort did not meet your expectations. We'd love to help you troubleshoot your problem and turn your experience around. For optimum performance, please ensure the software is updated with version 2.1.0. You can check the software version by launching the Headphones Connect app. If you have concerns that battery life, please try the following steps here:
https://www.sony.com/electronics/support/articles/00204618?utm_source=glean



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 Ivica, We regret to hear about your experience and that the unit had to be returned. This is definitely not the customer experience we want you to have. We always suggest extending the slider to adjust the length of the headband according to the head size of the user for more comfortable listening experience. We also recommend updating the firmware of the headphones to improve their performance and resolve any possible software-related issues. We hope you will consider Sony again in a future purchase. Thank you. Vincent

Hi JoseC,

While we're glad that you like the incredible audio, we're sorry to hear it hasn't performed to your standards when it comes to build quality. Sony commitment to customer satisfaction is our top priority and the WH-1000XM5 were tested and build to last. 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.

For us to better assist you, please contact us so we can get more information on this. You may send us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi Alex,

Amazing! We're glad that you are enjoying the noise canceling function of the 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. Thank you for choosing Sony!

-Ralph

Hi Ynot, Excellent! 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 BPauly, Thank you for the 5-star rating! It's wonderful to hear that you bought a second pair for your sisters and that they love them. We appreciate your continued support and are thrilled that our product is bringing joy to your family. Thanks for choosing Sony! -Sam