Customer Ratings & Reviews

Great choice GeovanniM! 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 Mari, We're glad that you are enjoying your new headphones. If the noise canceling isn't sufficient, please try the following:

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.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.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. Thanks for choosing Sony. Erin

Thank you for sharing your positive review, Christian! We're thrilled to hear that you are enjoying the Sony WH-1000XM5 headphones and appreciate the perfect 10/10 rating. It's great to know that you find the product amazing and that we could meet your expectations. If you have any more feedback or need assistance, feel free to reach out. Thanks for choosing Sony!

Best regards,
Gus

Hi RawDawg, perfect! You've certainly made a great choice! We are truly happy to learn about your satisfaction with the amazing performance of your WH1000XM5. Thank you very much for the perfect star review and for choosing the best brand, Sony! - Romeo

Hello Bones327,

Thank you for reaching out to us regarding your experience with the WH-1000XM5 headphones. We understand how frustrating it can be to face issues with a premium product, especially when it comes to extended warranty services.

For repairs, we recommend contacting Microland if you are in Canada. If you are located in the US, including Puerto Rico, Alaska, and Hawaii, you may reach out to Encompass for assistance.

We hope this information helps you make an informed decision. If you have any further questions or require additional assistance, please don't hesitate to get in touch. Thank you for choosing Sony, and we sincerely apologize for the inconvenience you've experienced.

Best,
Gus

Hi Pablo, 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

Hello FernandoTr,

Thank you for your feedback! We apologize for any inconvenience this may have caused and appreciate your concerns regarding the silver color option. We currently offer the WH-1000XM5 in black, which may better suit your preferences. If the black model isn't available at Best Buy, we recommend visiting our official Sony website. You'll find a range of color options there, allowing you to select the perfect fit for your needs.

Explore your choices here: https://electronics.sony.com/audio/headphones/headband/p/wh1000xm5-b

Best regards,
-Fred

Hi NikkyZ, While we are glad to hear that you are happy with the sound quality of the headphones, we are sorry to hear that you are experiencing issues with your WH-1000XM5. If you still have the WH-1000XM5, we'd love to troubleshoot the issue and make this a better experience for you. In the meantime, If the headset is worn 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. For a more comfort fit, please check our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html

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 MichaelS,

Thank you for reaching out to us with your concern. We are pleased to hear that you appreciate the remarkable sound quality and comfort of your Sony WH-1000XM5. However, we regret to learn that you are encountering some issues with the product. This is not the experience we strive to provide, and we are committed to improving it for you.

To better assist you, we would like to gather more information about the specific issue you are facing. 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:
Sony Headphones Model Number:
Additional Information regarding your experience with the WH-1000XM5:

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

Sincerely,
Jess

Hi Amazonkindle, We are glad to hear that you are happy with your new WH-1000XM5 headphones! Thank you for choosing Sony! -Carl

Hi MatthewR, we're glad that you are enjoying your headphones. Thank you for choosing Sony. Erin

Hi Saif, Thanks for the 5-star rating! We're glad you like your new headphones. Enjoy and thanks for choosing Sony. -Craig

Hi RaymondT, Amazing! We're thrilled you like the overall quality and excellent battery life of your Sony XM5. 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! -Sam

Hello Bagel,

Thank you for considering Sony products.

We apologize for the difficulties you have experienced with the WH1000XM5 headphones, including the audio quality, connection issues with multiple devices, and battery performance.

We suggest trying the equalizer in the Sony Sound Connect app to adjust the sound settings such as bass to better suit your preferences. You can follow the instructions here: https://www.sony.com/electronics/support/articles/00286844.

To address connection problems when using multiple devices, please try these steps:

Reset the headset to clear temporary bugs without deleting pairing information. Instructions are available at: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html.

If resetting does not resolve the issue, perform a factory reset to restore the headset settings fully. Please note this will erase all pairing data. You can find detailed instructions here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html.

For battery life concerns, please refer to this article for guidance on optimizing and troubleshooting battery performance: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541091.html?search=battery.

If the issues continue after these steps, we recommend contacting our dedicated support team for further assistance. All contact options and resources are available via the provided link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We appreciate your understanding and are here to help you resolve these concerns.

Best regards,
-Fred

Hi Joe1, Great! We're thrilled to hear that you like the WH1000XM5. Your feedback is greatly appreciated. Thank you for choosing Sony. Erin

Hi Jake, Great! We're happy to hear that you are enjoying the sound quality and comfort. 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 Kahlee, Thank you for sharing your feedback on your Sony WH1000XM5. We're glad to hear that you appreciate the over-ear design and find the headphones amazing overall. We understand that comfort is crucial, and we're sorry to hear that the top of your head starts to hurt after prolonged use. We recommend adjusting the slider (left and right) to find the most suitable fit for you and to use it for longer periods. The step-less slider, seamless swivel and hanger, and silent joints, make it a pleasure to wear. Hope this helps and thanks for choosing Sony! -Sam

Hi JamesV, 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 StevenL, We're pleased to hear 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 ElliottE, While we are glad to hear that you are happy with the sound quality of the headphones, we are sorry to hear that the WH1000XM5 did not meet all of your expectations and had to return the headphones.

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

Regards,
Carl