Customer Ratings & Reviews

Hi MoisesS, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the Bluetooth connectivity of your Sony unit. This is not always the case for our Bluetooth headphones. We'd like to turn your opinion around regarding our WH1000XM5. Set the headset to “Priority on stable connection” using the Sound Connect (formerly “Sony | Headphones Connect” app.) Please check this link for more details:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534501.html

You can also find this link helpful:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.html?search=skip

Please make sure that your headphones have the latest firmware update. You can check for updates using the Sound Connect app.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/downloads

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 MingL, 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 Grant,

Thank you for the review. Your feedback is greatly appreciated. For your information, the touch controls can turn off/on the touch controls if desired using the Sony headphones connect app.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00269130

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

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

-David

Hi RoxanaR, Great! We're pleased to hear that you are enjoying the sound quality and noise canceling function. 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 ally, Awesome! We're glad that you are enjoying the audio quality and 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 JackS,

We’re truly sorry to hear about your experience with the WH1000XM5 headphones. Noise canceling should be top-tier, and comfort is essential for long listening sessions.

For the noise-canceling issue, you may want to ensure Adaptive Sound Control is turned off and adjust the NC optimizer for your environment. Here’s a detailed guide on optimizing noise cancellation:  https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

Regarding comfort, adjusting the fit or extending the headband can sometimes help alleviate pressure points. Here are tips for a more comfortable fit: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=wear

If the problem persists after trying these steps, we recommend reaching out to our product support team via phone call at 239-245-6354 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US

Hours of Operation:
Monday - Friday 9:00 am - 9:00 pm ET
Saturday - Sunday 10:00 am - 8:00 pm ET

Thank you for your patience, and we look forward to resolving this issue promptly!

Sincerely,
Maria

Hi JAGame, Great! We're glad that you like the 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 NelsonM,

Thank you for the feedback. These headphones features an adjustable slider (left and right) to ensure comfortable fit for long period of time. The step-less slider, seamless swivel and hanger, and silent joints, make it a pleasure to wear. It is unfortunate that the headphones had to be returned. Thank you for sharing your experience and we hope you will consider Sony again in a future purchase.

-David

Hi tunion360,

Thank you for considering Sony products.

We're sorry to hear you're having trouble with your WH-1000XM5 headphones—this isn't the experience we want for you. We'd like to get this sorted out as soon as possible.

To fix the issue, please try these three steps:

Update the firmware: Make sure your headphones are updated to Version 2.4.1. You can find the update and instructions here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

Reset the headset: Follow the steps to reset your headphones here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Initialize the headset: If the problem continues, try restoring your headphones to their factory settings using these instructions: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If the issue continues, please email us at socialsupport@am.sony.com. Your headphones are covered by a one-year limited manufacturer's warranty, and we'll be happy to assist you further. When you write, please include the following information:

- Name:
- BestBuy Username:
- Model Number:
- Description of the Issue:
- Telephone Number:

We appreciate your patience and look forward to assisting you.

Best regards,
-Fred

Hi JAndrew,
Thank you for sharing your feedback with our Sony WH1000XM5. We regret to hear that you are not impressed and had to exchanged the XM5 with other brands. The WH1000XM5 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. We hope you will still consider Sony again in your future purchase. - Marco

Hello Santhosh,

Thank you for choosing Sony.

We sincerely apologize for the inconvenience you've experienced with the Sony WH-1000XM5. Your feedback is invaluable to us, and we will use it to enhance our shipping procedures. We understand how frustrating it can be to receive the incorrect color, especially after selecting the black option. We suggest reaching out to Best Buy's customer service to request the correct color that you originally ordered.

Best regards,
-Fred

Hi Flowaz, We are so glad to hear that you are happy with your 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 Marcus300, Awesome! 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 BrandonS, We're glad that you like the sound 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.

We are also sorry to hear that the sound cuts in and out. To avoid having this issue, please ensure the headphones and the connected device is within the Bluetooth range. Ensure that the software is updated to version 1.1.3. You can check the software by launching the Headphones Connect app.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

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 NathanielD, Thank you for your feedback. We're glad that you like the comfort and fast charge. We're also sorry if the loudness did not meet your expectations. For low sound level, please try 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



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 Cccc, We are sorry to hear about that the top of your head hurts.

This is definitely not the experience we'd like you to have. Sony takes into consideration all feedback to improve the performance and quality of our products. We're always looking to make Sony better. With that being said, we'd love to help you and troubleshoot your problem and hopefully turn your experience around.

There are different reasons why your ears may hurt when putting on or wearing headphones such as:

Under certain environmental conditions, especially when the air is very dry, it is not uncommon to experience a slight static electricity discharge or mild shock when your body comes in contact with another object, in this case the ear buds touching your ear(s). The energy from this natural discharge is extremely small and was not generated by your product but rather a natural environmental occurrence. There is no safety issue with the product itself.
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. Note: Try lowering the volume or take a break from wearing them for a while.
How long have you been wearing the headphones? The longer you wear headphones, the more your ears may hurt. Note: You may need to limit your headphone usage.

Ref: https://www.sony.com/electronics/support/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 iisic, Great! We're thrilled to hear that you are enjoying your new headphones. You can also adjust the volume level of the connected device to get the desired loudness. 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 Ron62, Amzing! We're happy 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 CraigdR, thank you for sharing your concerns regarding the WH-1000XM5 headphones. We sincerely apologize for any frustration you've experienced with the design and our customer support.
Please know that your comments will be taken into consideration as we work towards enhancing the quality and reliability of our offerings.

Thanks for considering Sony products. We appreciate your feedback and hope to have the opportunity to restore your confidence in our brand.
Sincerely,
Estefany

Hi MariaguadalupeD,

We're sorry to hear about the issues you're having with your WH-1000XM5 headphones. We recommend a few troubleshooting steps: check the fit to ensure proper comfort, as a poor fit can cause discomfort and headaches. You can also try adjusting the noise-canceling settings in the app, as this can sometimes contribute to a feeling of pressure. For the mode-changing issue, please check the app settings to see if features like "Adaptive Sound Control" or "Speak-to-Chat" are enabled, as these can automatically switch modes. If these steps don't resolve the issue, please contact our official support team for further assistance. You can do it through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for choosing Sony.

Best regards,
Eliab