Customer Ratings & Reviews

Hi EdgarA,

We are sorry to hear that you are experiencing some issues with your WH-1000XM5. This is not the buying experience we want you to have. We'd like to know a little bit more detail about the situation you faced with the headphones and best assist you.

Sony commitment to customer satisfaction is our top priority. Please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.

Should you need technical assistance, please let us know so we can turn your experience around. Sony 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

You may also send us an email at socialsupport@am.sony.com with the following details:

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

We value your feedback and aim to restore your trust in Sony.

Sincerely,
Jess

Hi BrentW, While we're glad that you are enjoying the noise canceling function of the XM4, we're sorry to hear if the noise canceling function of the XM5 did not meet your expectations. Allow us to help and turn your experience around. If the effect of noise canceling is not sufficient, please try the following steps below.
Make sure the noise canceling 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.
For more details, please check the Help Guide: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.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:
BBY Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Erin

Hi AnnR, we are sorry to hear that the swivel broke. This is definitely not the experience we'd like you to have. Allow us to help and turn this into a better experience.

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:
Additional Information regarding your experience with the WHXM5

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

Sincerely,
Erin

Hi Nicholas, We regret that the headphones did not meet your expectation. Sony values the opinions of customers and is always striving to provide the best experience possible. It is true that the WH-1000XM5 doesn't have a mute button. However, you can only mute the mic using the mute option/button of the connected device.

Should you need further 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 AlexanderO, We regret to hear that the headphones did not meet your expectations. We'd like to know more details from and how we can help turn this into a better experience.

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 SaikiranE, we are sorry to hear about this. This is definitely not the buying experience we'd like you to have. 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:
Were these purchased sealed or open box?:

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

Sincerely,
Erin

Hi Giggle, We are sorry to hear that you're having an issue with your headphones. This is definitely not the news we'd like to hear from you. We'd like to help you troubleshoot your problem and turn your experience around.

With that said, may we contact you to help and get more information? 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 Duxy, 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 magerpain, we regret to hear that the headphones turn off every hour. This is definitely not the experience we'd like you to have. Allow us to help and turn your experience around.

In the default setting, the headphones use built-in sensors to detect when you wear or remove them and automatically turn the headphones on or off as needed. If you have trouble with the headphones turning off unintentionally, check the following:
When you wear the headphones over a cap, a scarf, or hair, etc., the sensors may not be able to detect that you are wearing them and may turn them off. To avoid this, be sure to set the earpads directly over the ears.
If the wearing detection still bothers you, disable the Automatic Power Off setting. You can do this using the Sony | Headphones Connect app: System → Automatic Power Off, and select Do not turn off.
If the issue is not still resolved, reset the headphones. If the issue still persists, then initialize the headphones. Note: Resetting the headphones will not delete the paring information, while initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000673390.html?search=turn%20off%20

If this does not help, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi DexterLab, We are sorry to hear that the noise canceling function did not meet your expectations. This is definitely not the experience we'd like you to have. Allow us to help and turn this into a better experience.

First, please ensure the software is updated. You can check the software version using the Headphones Connect app. if the effect of noise canceling is not sufficient, we also recommend following the steps here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.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 JoshH,
Thank you for bringing this to our attention. We're sorry to hear your discomforts while wearing the headphones. Adjusting the headband and the earpads properly can help reduce discomfort while wearing the headphones. Also, try lowering the volume. 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. You may check this link with information if your ear hurts when wearing headphones: https://www.sony.com/electronics/support/articles/00015243

May we also 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 are sorry for the inconvenience and hope to speak to you to resolve this matter. - Kris

Hi JohnG, thanks for choosing and purchasing our newest industry-leading noise canceling headphones. We're sorry to hear that you have an issue with your SONY unit. We would like to turn your opinion around regarding our product. We would like to know more about the issue so we can better assist you. Please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi bradcon, Amazing! We're happy to hear that you like the noise canceling function, comfort, and 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 TracyM, We apologize for any inconvenience caused by your Sony XM5 not meeting your comfort expectations. These headphones are designed for high-quality audio and noise cancellation, and may not be ideal for intense workout in the gym. At Sony, we are always looking to improve our product quality and features. We have noted your input and will be sure to forward this feedback to the appropriate department.
If you have any questions or need any assistance, you can reach out to one of our agents through this link: https://us.esupport.sony.com/support/s/service?language=en_US. who would be glad to help. I hope you consider our Sony products in the future. Thank you for sharing your feedback.

Regards,
Sam

Hi MikeJ , we regret to hear that the headphones won't pair with your computer and had to be returned. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn this into a better experience.

The XM5 can be paired with Windows 10, 8.1, and Mac. We also have troubleshooting steps if your unable to pair using one of these operating systems. Please refer to the Help Guide below.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/index.html

We also recommend updating the software Version 1.1.3. Please launch the Headphones Connect app to check and verify the software.


Resetting and initializing the headset is also a recommendation.

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 Allen, Thank you for choosing Sony! We are glad to hear that you are happy with your new WH-1000XM5 headphones. For a better listening experience, please download our Sony Headphones Connect app. This application will allow you to further customize your 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. -Carl

Hi RobertC, we regret to hear that the sound did not meet your expectation. This is definitely not the experience we'd like you to have. For low sound level, please try the following:

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

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 DhirajP, We're sorry to hear that you're experiencing some noise when listening to your songs. Kindly check the link below. It contains steps you can perform to eliminate the issue : https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

And as a general recommendation and to get the most out of your headphones, we advise updating its firmware to the latest version. The software includes key features, applications, bug fixes, and feature improvements. It also provides fixes to any performance issues you are encountering. For more information, please visit the link below: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

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

Full Name:
Best Buy Username:
Telephone Number:
Sony Model 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,
-Craig