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 Selya, You've made an excellent choice! We're so thrilled to hear that you're 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! -Sam

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 MuhammadB, Thanks for your feedback and insights. 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 Gino, we're glad you like the easy setup of your new headphones. We understand your feedback regarding the controls of your Sony unit. We recommend checking this link when controlling the headset:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534542.html?search=touch%20control

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

Thanks for choosing Sony! ~Earl

Hi Viktory8797, We're glad that you like the sound quality, design, battery life and noise canceling function. You can also customize the sound using the Headphones Connect app, it has an Equalizer to fine-tune to your music.

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

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.

Should you need further assistance, please email us at socialsupport@am.sony.com

Thanks for choosing Sony. Erin

Hi XochitlB, Thank you for your continued trust in Sony products! We're sorry to hear about the stolen pair, but good to know that you're satisfied with your new Sony WH1000XM5. Enjoy! -Sam

Hi DELAYED, we're glad you like your new headphones! Thanks for choosing Sony! ~Earl

Hi AnitaA, sweet! We're glad you to hear that your grandson loves our product! Thanks for choosing Sony. ~Earl

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 BetaBuy, We appreciate your output. We regret if you fee that the XM5 is a downgrade and yourXM4 sounded better. This is definitely not the news we'd like you to hear from you. We'd like to help you and turn your experience around.

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:
BBY Username:
Telephone 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.

Sincerely,
Erin

Hi Steve, Thank you for the 5-star rating! We're thrilled to hear that you were able to tune the sound according to your preference and we appreciate you sharing this information to everyone.
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! -Sam

Hi RoamingData, we regret to hear that the audio quality and noise canceling did not meet your expectations. This is definitely not the experience we'd like you to have.

We understand that each of us has different listening preferences and that is why we included ways to customize the audio quality to suit your preferences using the Headphones Connect app. Please ensure you have it downloaded. You can also change the settings of the noise canceling function and Ambient Sound Mode.

We also recommend ensuring the software version is updated. You can also verify the software using the Headphones Connect app.

Please check the Help Guide for more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534715.html

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

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

Sincerely,
Erin

Hi Beep,

That's awesome! We're truly happy to hear you're having an enjoyable experience with your new WH-1000XM5 Wireless Noise Canceling Headphones! We're also grateful to hear your purchase went well and you like the superb sound and amazing build quality. 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.

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. Thank you for choosing Sony! -Jess

Hi mdjhasan2006, We're glad that your daughter likes her new headphones. Thank you for choosing Sony. Erin

Hi JoseC, Great service! We appreciate your 5 Star rating and thank you for choosing Sony. Erin

Hi Bryan1225, while we are glad that you like the sound and features, we regret that they hurt after 20 minutes of wearing them. This is definitely not the experience we'd like you to have. You may find the link below helpful if your ears hurt when putting on and wearing headphones.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00015243

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

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

Sincerely, Erin

Hi CorneliusS, Awesome! We're happy to hear that you are enjoying your new WH1000XM5. We appreciate your feedback and thank you for choosing Sony. Erin

Hi Angel, Excellent! We're glad that you're 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. Carl

Hi ChisMorales, Excellent present! We're delighted to hear that your kid is enjoying his new headphones. We appreciate your feedback and thank you for choosing Sony. Erin