Customer Ratings & Reviews

Hi YodelyO,

It's concerning to hear you're not having a good experience with your WH-1000XM5 headphones, particularly with the volume level, and that you encountered an issue with the exchange window. We want to ensure you're getting the best possible performance from your Sony product.

Here are a couple of things you can try:

Check both the headphone and source device's volume levels, ensuring both are turned up.

Try resetting your headphones. Here is a link with more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Ensure the headphones' firmware is up to date. Check this out: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

If these steps don't resolve your issue, please reach out to our dedicated support team directly through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

They have the expertise to check further and check for available options.

Thanks for considering Sony products.
-Eliab

Hi JohnB,

Thank you for the review and we're glad to hear that you like the noise canceling of the headphones. Your feedback is greatly appreciated. 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!

-David

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 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 CraigJ,

Thank you for your review, and we are sorry if the noise canceling feature of our WH-1000XM5 didn't live up to your expectations. 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. If you haven't tried yet, please follow the troubleshooting steps below to isolate the problem:

• Make sure that the noise cancelling 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

If there's something we can do to help or you may need more 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:

Thank you for your purchase, and for choosing Sony.

Best regards,

Romeo

Hi PaulD, While we're glad that you like noise canceling, comfort, and ease of pairing, we regret that the sound quality did not meet your expectations. 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.

For sound related concerns, please try the following:
Turn down the volume of the playback device if it is too loud.
When playing music, if the headset and the transmitting Bluetooth device are connected via an HFP or HSP Bluetooth connection, switch the Bluetooth connection to A2DP with the connected device.
Some devices that emit ultrasonic sound waves designed to repel rodents may occasionally be installed at the entrances of commercial facilities or subway stations. Near such devices, the ultrasonic sound waves may cause noise or unusual sound to be heard from the headset. Leave the place where the noise or unusual sound is heard. Or turn off the noise canceling function/Ambient Sound Mode from the “Sony | Headphones Connect” app.
Please also ensure the software is updated.
Ref: 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:

Hi Anthony, 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 KaceyJ, thanks for choosing and purchasing our product. We understand your feedback regarding the earpads of your Sony unit. We would like to turn your opinion around regarding the WH1000XM5. Adjust the orientation of the left and right units so that the earpads fit snugly all around your ears. Please check this link for more information on wearing the unit:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=earpads

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:

~Earl

Hi peter,
Thank you for your time writing this review. While we are glad you like the XM5 headphones, we're sorry to hear if the ANC features did not live up to your expectations. Allow us to help troubleshoot the problem. Please some solutions on this link if the noise canceling effect is not sufficient on the headphones: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com.
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We appreciate your feedback and thanks again for purchasing Sony. - Kris

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 Bryan, Great! You definitely made the right choice. We are extremely pleased you are enjoying the superb sound quality and noise canceling feature of your WH-1000XM5. 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! -Jess

Hi InaB, Fantastic! We're thrilled to hear that you feel the WH-1000XM5 is the best headphones you've ever owned. Good to know you're enjoying the amazing features, especially the excellent noise canceling and overall sound quality of the unit. 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 sharing your awesome feedback and for choosing Sony! -Jess

Hi HarrisonG, thank you for choosing and purchasing our newest product. We're sorry to hear that you have an issue with the noise canceling feature of your SONY unit. If the effect of noise canceling is not sufficient, pleas follow this link to isolate the issue:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

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:

~Earl

Hi Kayleiane, We are sorry to hear that the WH-1000XM5 did not meet all of your expectations. Our WH-1000XM5 wireless headphones with 8 microphones for noise cancellation keep out more high and mid frequency sounds than ever. And with the new Auto NC Optimizer, noise canceling is automatically optimized based on your wearing conditions and environment.

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.

Should you need assistance with your WH-1000XM5. Please contact us for help at socialsupport@am.sony.com.

Regards,
Carl

Hi TJBR, We regret to hear that the sound quality did not meet your expectation and this do not fold down. 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 liking using the Headphones Connect app. Please ensure you have it downloaded. We also recommend ensuring the software version is updated. You can also verify the software using the Headphones Connect app.

Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534511.html

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

Sincerely,
Erin

Hi JamesP, 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 Eden, we're glad you like the sound quality and comfort of our product. We're sorry to hear about the issue with the hinge on your headphones. Sony's warranty policy does not cover physical damage, which includes issues with the hinge, even if it occurs under normal use. You have the option to take your headphones to an authorized service center for evaluation to determine the out-of-warranty repair options available.

We would highly recommend you to take your device to an authorized servicer for evaluation to determine the repair options available for physical or cosmetic damage. For more information, please refer to the link below:

https://www.sony.com/electronics/support/articles/00006741?utm_source

We'd also like to review your file to 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 JasonB, we regret to hear that the headphones had to be returned. There is a physical button on the WH1000XM5s. It is labelled NC/AMB. Tapping this button will switch from noise canceling to ambient sound mode. You also have full control of the noise canceling/ambient sound in the App.

Your feedback is highly appreciated. We hope that you'll consider Sony in your future purchase.


Regards,
Erin

Hello Denise,

Thank you for considering Sony products.

We sincerely apologize for the issue you've experienced with the WH1000XM5 headphones. This is certainly not up to the quality standards we strive for, and we understand how frustrating it must be to encounter hinge problems despite careful use. Please be assured that we take your concerns very seriously and will forward your feedback to our dedicated Sony team for thorough review as we continue working diligently to improve our products. We understand how important it is to have your WH-1000XM5 headphones in perfect condition.

To assist you, we have partnered with our authorized parts provider, Encompass, who offers an affordable and reliable repair service specifically for the WH-1000XM5 model. Should you need repairs, you can contact them directly:

- Phone: 1-866-835-1146
- Email: service@encompass.com
- Hours: Monday – Friday, 8:00 AM – 6:00 PM EST

Best regards,
-Fred