Customer Ratings & Reviews

Hi ErikR, While we are glad to hear that you are happy with the sound quality and controls of the WH-1000XM5, we are sorry to hear that you had issues with comfort and had to return the unit. To get a more comfortable fit for the WH-1000XM5, you can adjust the slider to a length where the headband touches the top of your head. You can also adjust the orientation of the left and right units so that the earpads fit snugly all around your ears.

Thank you for your honest review and we hope that you consider Sony again in your future purchases.

Regards,
Carl

Hi Yogi, That's awesome! We're thrilled to hear that you feel the WH-1000XM5 is the best headphones you've ever purchased. Good to know you're enjoying the amazing features, especially when the multipoint, excellent noise canceling and overall sound quality of the unit. Our ultra comfortable WH-1000XM5 headphones rewrite the rules for distraction-free listening and exceptional call clarity. Two processors control multiple microphones for unprecedented noise cancelling while Auto NC Optimizer automatically optimizes noise cancelling based on your wearing conditions and environment. The specially designed 30 mm driver unit delivers superior sound quality for all your entertainment. Thanks for choosing Sony! -Jess

Hi Victoriabp, We're sorry to hear if you feel like the battery doesn't last long. If you set the following functions, the available operating time of the battery becomes short.

DSEE Extreme
Speak-to-Chat
Equalizer
Function to launch the voice assistant by your voice
Sound quality mode during Bluetooth playback: Priority on sound quality
Service Link
Noise canceling function
Ambient Sound Mode
If you run the above settings at the same time, the available operating time of the battery becomes even shorter.

If the headset is not used for a long time, the rechargeable battery usage hours may be reduced. However, the battery life will improve after charging and discharging several times. If you store the headset for a long time, charge the battery once every 6 months to avoid over-discharge.
It is recommended to charge in a place with an ambient temperature between 15 °C and 35 °C (59 °F - 95 °F). Efficient charging may not be possible beyond this range. If the problem persists, consult your nearest Sony dealer.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541091.html?search=battery%20life

Sony takes into consideration all feedback to improve the performance and quality of our products. We're always looking to make Sony better.

Should you need further assistance, please email us at socialsupport@am.sony.com.
Regards,
Erin

Hi MarkW,

Thank you for considering Sony products.

We sincerely apologize for any inconvenience you may have encountered with the noise-canceling feature on the WH-1000XM5 while mowing your lawn. While our advanced noise-canceling technology, featured in top Sony headphones, excels at reducing steady, low-frequency noises—such as those from buses, trains, or air conditioning—it may not perform as effectively against higher-frequency, non-steady sounds like lawnmowers, leaf blowers, and other power tools. Rest assured, we will forward your comments to our dedicated Sony team for their review as we continue to work diligently to improve our products.

Best regards,
-Fred

Hi ChristianC,

We're sorry for your experience with the headphones. The headband of the headphones are fully adjsutable. Adjust the slider to a length where the headband touches the top of your head. You may also adjust the orientation of the left and right units so that the earpads fit snugly all around your ears.

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:

Regards,
David

Hi LonnieP, Amazing! We're thrilled to hear that you are satisfied with your purchase. Thank you for the perfect star rating and for choosing Sony. Erin

Hi Greatsystem,

Awesome! We're thrilled that these headphones are perfect for your lifestyle. 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 the recommendation and for choosing Sony!

-Ralph

Hi MarkH, 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 DanielG, we're glad you love our product! Turn down the world's noise with the long-lasting noise cancellation performance. Featuring Dual Noise Sensor technology and an Integrated Processor V1, the WH-CH720N allows you to fully immerse yourself in music without any distractions. Ergonomically designed to be lightweight, comfortable, and with up to 35 hours of battery life, you’ll almost forget you’re wearing it. Thanks for choosing Sony! ~Earl

Hi jerrythemighty, We're glad that you like the 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 JocelynB, Excellent! We're thrilled to hear that you're loving these 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 Liberato, We are sorry to hear that you are experiencing issues with your WH-1000XM5 headphones. We'd love to troubleshoot the issues and make this a better experience for you. If your smartphone or mobile phone supports both HFP and HSP, set it to HFP. This will provide a better experience while receiving phone calls using the headphones.
For reference, please check our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534546.html

For the charging issue, please follow the steps on our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html

Should you need further assistance, 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 dranizle, 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 Nien, Awesome! We are so glad to hear that you are happy with the noise canceling feature of 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 YungweiT, Fantastic! Good to know you like the durability and overall performance of your Sony WH1000XM5.
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

Hi Ujjwal, Excellent! 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 Pokemonminitins, Great! We're glad that you like the noise canceling function 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 LawrenceN,

Thank you for telling us about your experience with your WH-1000XM5. We appreciate your feedback regarding the breathability of the unit. Because the headphones achieve a tightly-sealed over the ears, this may tend to restrict airflow, trap heat, and cause the ears to get hot and sweaty, especially when worn during the warmer days of the year. Unfortunately, the headphones are not waterproof. Please be careful when using the unit in the rain or snow, in humid locations or when using the unit while you are sweaty. If sweat or condensation accumulates on the WH-1000XM5 sensor, this may not work flawlessly. At that point, it's good to air out and clean 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. Thank you for sharing your feedback! -Jess

Hi Tony,

We're sorry to hear about your issue with the WH-1000XM5 Wireless Noise Canceling Headphones. We apologize for the inconvenience. In this case, please check if the Bluetooth device is in sleep mode. If the device is in sleep mode, cancel the sleep mode. Check if the Bluetooth connection has been terminated. If terminated, make the Bluetooth connection again. If the pairing information for the headset has been deleted on the Bluetooth device, pair the headset with the device again. Please refer to this link for more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534694.html

If you are unable to resolve your concern, please email the below information to socialsupport@am.sony.com or chat with us from Sony’s e-support webpage. 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 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. We appreciate you and thanks again for shopping Sony!

Sincerely,
Jay