Customer Ratings & Reviews

Hi there, while we are glad to hear that you are happy with the sound quality and noise canceling of the WH-1000XM5, we are sorry to hear that it had to be returned due to Bluetooth connection issues. These issues can be improved by troubleshooting the headphones and making sure that the WH-1000XM5 has the latest software update. (Version 1.1.3) This can also be remedied by following the steps on our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.html?search=priority%20on%20connection

We hope that you consider Sony again in your future purchases.

Regards,
Carl

Hi Gamerforlife, Awesome! We are so glad to hear that you are happy with 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 ClintO,

Thank you for bringing this to our attention, and we sincerely apologize if you're experiencing a Bluetooth connection issue with your WH-1000XM5. This is certainly not the news we'd like to hear from you. We'd love to help you isolate this problem. To start, if you haven't already, we suggest updating your WH-1000XM5 firmware to the latest version. This update enhances the headphones' functionality and features while addressing any performance issues you might be experiencing. For instructions, please visit the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/downloads

If the issue persists, please refer to the following article to further isolate the problem:
https://www.sony.com/electronics/support/articles/00250089
https://www.sony.com/electronics/support/articles/00253325

I hope this helps.

Should you need more information/technical assistance, please feel free to email us at socialsupport@am.sony.com and we'll be more than happy to assist you. 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:
BestBuy Username:
Telephone Number:
Issue:
Model Number:

We value you, and thank you for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi Addie, Awesome! 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! -Car

Hello Anonymous,

Thank you for considering Sony products.

We apologize for the concerns regarding the durability of the WH-1000XM5 headphones. They are designed with quality materials to provide long-lasting use, but we understand your worry about potential issues within a year. If you experience any problems, please check the warranty and support options available to you. Meanwhile, for improving sound quality, we recommend tuning the Equalizer settings—detailed steps can be found here: https://www.sony.com/electronics/support/articles/00286844.

We will also share your feedback with our team to help address these concerns. Thank you for bringing this to our attention.

Best regards,
-Fred

Hi Ryan, We're sorry to hear that the headphones didn't work well with computers and can't be used while charging. This is not the impression we'd like you to have. Allow us to help you and turn this into a better experience.

It is true that when the headset is connected to an AC outlet or computer, all operations such as turning on the headset, registering or connecting to Bluetooth devices, and music playback cannot be performed. The WHXM5 works well with Mac, Windows 10, and Windows 8.1 computers.

Please refer to the Help Guide for more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534555.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 MICHAELR,
Thank you for your feedback regarding the WH-1000XM5 headphones. We sincerely apologize for the inconvenience you are experiencing with the broken swivel arm. We understand how disappointing it can be when a product does not fulfill your expectations.

While we wish we could do more to assist you, please be aware that the warranty terms limit our ability to cover repairs for this specific issue. We appreciate your understanding in this matter and are dedicated to ensuring our products uphold the high standards our customers expect.

Thanks for considering Sony products and for sharing your feedback.
Sincerely,
Estefany

Hi Miriam, While we are glad to hear that you are happy with the noise canceling of your WH-1000XM5 headphones, we are sorry to hear that you are experiencing difficulties while using the headphones while on a call or meeting. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, re-establishing the connection between the source device and the headset and selecting HFP or HSP for the profile will help resolve the issue that had with the WH-1000XM5.

Also, please make sure that the headphones has the latest software updates as this will help improve the overall performance of the WH-1000XM5. To check on the updates, please see our update link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246 (v1.1.3)

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 Dolo, Great! We're happy to hear that you like the sound quality and lightweight design. Also the ability to access EQ using the Headphones Connect app. 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 Miranda, While we're glad that you like the sound quality, we regret to hear that the noise canceling doesn't work well. We also appreciate you performing the suggested troubleshooting to fix the problem. It is unfortunate that none of the step's work for you. This is definitely not the experience we'd like you to have. May we also 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:
Case Number:
Additional Information regarding your experience with the WH1000XM5

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Sincerely,
Erin

Hi JnJMom, Great! We're glad that your son is loving the sound quality and noise canceling function of his 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

Dear RyanP,

Thank you for your feedback regarding the WH-1000XM5 headphones. We sincerely apologize for the inconvenience you have encountered.

Unfortunately, broken hinges on the WH-1000XM5 headphones are classified as physical damage and, as such, are not covered under warranty. However, we do offer a repair service for these headphones. If you are located in Canada, please reach out to Microland to arrange a flat-rate repair. For customers in the U.S., including Puerto Rico, Alaska, and Hawaii, repairs are handled by Encompass.

We understand how frustrating this situation can be and greatly appreciate your understanding. Should you require any further assistance, please do not hesitate to contact Microland or Encompass based on your location. Rest assured, your feedback will be forwarded to the appropriate team for further assessment.

Thank you for bringing this matter to our attention, and we apologize for any inconvenience it may have caused.

Thank you for choosing Sony.

Best regards,
Gus

Hi George79C, we are sorry to hear that you're having an issue with your headphones. This is definitely not the experience we'd like you to have. We'd love to know more details from you and help you out.

May we contact you to help and get more information? If,
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:

Additional Information regarding your experience with the XM5


I hope this helps.
Sincerely,
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 OTownGuy, We're delighted to hear that you like the audio 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 Oscar, 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 DiegoZ, Great! 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

Hi Kris, Amazing! We're glad that you are enjoying the audio 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 Tatsu, we appreciate you sharing your experience using the WH1000XM5. We're also sorry to hear you're having some difficulties with your headphones. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn your experience around.

We do have troubleshooting steps to address the above issues. First, please ensure the software is updated to version 1.1.3. You can check and verify the software by launching the headphones connect app. You may also reset or initialize the headphones.

Resetting:
Connect the headset to an AC outlet
Press the power button and the NC/AMB button simultaneously.
The headset will be reset.
The device registration (pairing) information and other settings are retained.
If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.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 ShahmehmoodG, We're sorry to hear that these headphones fall out when using in the gym. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn your experience around.

The WH1000XM5 is designed for music playback and calls. As far as working out, if you enjoy wearing over the head headphones while working out, then the WH-1000XM5 should be a great workout partner. They are comfortable because of their lightweight design and easy to control your music using the touch controls. You can also try adjusting the length of the headband sliders to get the best fit and to keep them from falling.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534513.html

For more serious workouts, we suggest our headphones specifically designed for that task. Please check out our WF-C500s and the WF-1000XM4s.

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