Customer Ratings & Reviews

Thank you for sharing your feedback, bvega.

We are very sorry to hear about your experience with the hinges on your WH-1000XM5 headphones. We understand your frustration regarding the repair options provided so far, as we want our customers to enjoy their Sony products for as long as possible.

We would like the opportunity to review your situation more closely. We kindly ask that you email us at socialsupport@am.sony.com with the following information so we can look into your case:

Full Name

Reviewer Username

Model & Serial Number

Phone Number

A brief description of the issue (and any previous case numbers)

We value your feedback and appreciate the opportunity to further assist you with more information on how to get your headphones serviced.

Best regards, Gus, Sony North America Customer Support

Hi ErickG, thanks for choosing and purchasing our product! Good to hear you are enjoying the comfort of the WH1000XM5. We understand your feedback regarding the sound level of your Sony unit. We'd like to turn your opinion around regarding the WH1000XM5. Please turn up the volume of the headset and the connected device. Connect the Bluetooth device to the headset once again. You can follow this link for more details:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/search/search.html?search=low%20sound

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 WilliamM,

Thanks for sharing your review and experience with the WH1000XM5. We're glad that you like the sound quality and noise canceling function of the headphones. Your feedback about the design is greatly appreciated.

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

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

Sincerely,
-Ralph

Hi Michael, Awesome! We're glad that you are enjoying 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 Eddie, We're sorry to hear about your experience. The issues you mentioned about your Sony WH1000XM5, such as the headphones making your ears sweaty, stopping working after six months, not charging, and not connecting with Bluetooth, are certainly not what we aim for with our products.

The WH1000XM5 are designed with comfort in mind, using soft-fit leather for the earpads. However, we understand that individual experiences may vary, especially in warmer environments. We recommend taking breaks during extended use to alleviate any discomfort.

If the headphones are not charging, it could be due to a variety of reasons. Please follow the troubleshooting steps on this link to isolate and resolve the issue: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html

For Bluetooth connectivity issue, please refer to the instructions on this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534694.html

Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.

https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

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

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

Sincerely,
Sam

Hi Carter, Thanks for your feedback and insights. Sony values the opinions of customers and is always striving to provide the best experience possible. We're sorry if the sound quality did not meet your expectations. Allow us to help and turn your experience around.

For sound quality related issues or concerns, please try these following steps:
Turn down the volume of the connected 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.
Ref: 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 Geek, We're pleased to hear that you are enjoying the sound quality 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 KerrynaD, 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 TeVon,

Thank you for the review. We understand your concern. Unfortunately, the limited warranty of your headphones does not cover any kind of accidental or physical damage. For us to better assist you, please email us at socialsupport@am.sony.com with the following details:

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

-David

Hi Tyler, Great choice! We're also 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 Cringelord216 Awesome! We're glad that you like the sound quality and battery life. 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 User, We are sorry to hear that the sound quality did not meet your expectations. Sony values the opinions of customers and is always striving to provide the best experience possible. Please ensure you have the Headphones Connect app downloaded. It has an EQ that can be use to customize the settings to fine-tune your music.

You may also check the help Guide for some troubleshooting steps to follow:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.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 Jofall, We are sorry to hear that you are experiencing issues with your WH-1000XM5 headphones. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, please make sure that the WH-1000XM5 has the latest software version installed (v1.1.3) as this will improve the overall performance of the headphones and Noise Canceling Optimizer function (Auto NC Optimizer).

May we contact you to help? 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:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi SamsonS, While we're glad that you like the features, we regret that you find the WH1000M5 uncomfortable. This is definitely not the experience we'd like you to have. For more comfortable listening experience, it is recommended to extend the slider to its full length before putting on the headset. If you put on the headset without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort or a weak noise canceling effect. The wearing detection function of the headset may also not work properly and cause music playback to stop automatically or activate the automatic power off function (the battery saving function) to automatically turn off the headset.

Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.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 QuinnW, 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 maziar,

We regret to hear that you are not satisfied with the Sony WH1000XM5. Sony's commitment to customer satisfaction is our top priority.

For optimum fit and comfort, make sure that you are wearing the headphones properly. Adjust the headband depending on your head shape. You may find this link helpful:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html

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. Aside from adjusting the equalizer, these steps may help improve your experience:

-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.
-When using a video calling application on a computer, switch the Bluetooth connection to HFP or HSP by operating the computer. During a video call, sound quality may become low due to the conditions of the communication line.
-If the headset connects to the previously connected Bluetooth device, the headset may only establish the HFP/HSP Bluetooth connection when it is turned on. Use the connected device to connect via an A2DP Bluetooth connection.
-When listening to music from a computer on the headset, the sound quality may be poor (difficult to hear the singer’s voice, etc.) for the first few seconds. This is due to the computer specifications (priority on stable connection at the start of transmission and then switches to priority on sound quality several seconds later) and is not a headset malfunction. If the sound quality does not improve after a few seconds, use the computer to establish an A2DP connection.

Hope this helps. If still not resolved or 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

Sincerely,
-Ralph

Hi JoseluisM, Awesome! We're glad that you are enjoying 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 ITperson, We're glad that you like the sound quality. We're also sorry to hear that it disconnect frequently. For optimum performance, please ensure the software is updated. Please launch the Headphones Connect App to verify and update the software.

You may also reset the headphones by following the steps here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.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.

For further assistance, please email us at socialsupport@am.sony.com. Thanks for choosing Sony. Erin

Hi KevTheDev Amazing! We're glad 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