Customer Ratings & Reviews

Hi NdyaH,

Thank you for taking the time to share your honest experience with the WH-1000XM5. We truly appreciate your loyalty to the 1000X series, and we’re sorry to hear that this generation feels like a step backward for you—specifically regarding the headband design and clamping force. We’ve noted your feedback on the build quality, as it helps our engineering teams understand how the new, slimmer design performs in real-world daily use.

Regarding the Noise Canceling (ANC) performance, we want to ensure you're getting the most out of the "Integrated Processor V1." Since ANC relies heavily on physics, here are two quick adjustments that often resolve the issue:

- Ensure a Perfect Seal: The XM5s use a redesigned ear pad. If there is even a tiny gap between the cushion and your skin (caused by glasses, hair, or positioning), the ANC effectiveness drops significantly. Make sure the cups fully encompass your ears.

- Disable Adaptive Sound Control: This feature automatically adjusts ANC based on your environment. Sometimes it can feel like the ANC is "weakening" when it’s actually just adapting. You can turn this off in the Sony | Headphones Connect app to keep the noise canceling at its maximum, consistent level.

For a deeper dive into optimizing the noise canceling effects, you can view our official optimization guide here:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

We’re glad you’re enjoying the improved touch interface, and we hope these tweaks help the ANC performance meet the high standards you've come to expect from us.

Thank you for considering Sony!

Regards,
Dominick

Hi TheB,

We're sorry to hear you are not satisfied with the noise cancellation and you're considering to return the product. If the Noise Canceling effect on the WH-1000XM5 headphones changes automatically, it is because of the Auto NC Optimizer feature (optimizing the Noise Canceling function automatically), the Noise Canceling effect may change depending on the conditions or how you are wearing the headphones.

For example, the following may cause the Noise Canceling effect to change:

• Going down the stairs, eating, drinking, or speaking loudly
• Touching the headphones
• The headphones move or slip slightly

Additionally, 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.

If the effect of noise canceling is not sufficient, please refer to the steps and guidelines from this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

Should you need further assistance regarding your concern and you still have the unit, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi Trucksenpai, 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 FaceTimemusicstudent, Great! We're glad that you like the sound 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 Protian, Thanks for sharing your experience with us. We're sorry that you are not impressed with the headphones. We appreciate the feedback as it can help us improve in the future. We hope you'd still consider our products in your next purchases. Thanks and regards, -Craig

Hi Alghasimou, Awesome! We're glad 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 Trueblue, Awesome! We're glad that you are enjoying the sound quality, comfort, and 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 Evan, 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 YodelyO,

It's concerning to hear you're not having a good experience with your WH-1000XM5 headphones, particularly with the volume level, and that you encountered an issue with the exchange window. We want to ensure you're getting the best possible performance from your Sony product.

Here are a couple of things you can try:

Check both the headphone and source device's volume levels, ensuring both are turned up.

Try resetting your headphones. Here is a link with more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Ensure the headphones' firmware is up to date. Check this out: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

If these steps don't resolve your issue, please reach out to our dedicated support team directly through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

They have the expertise to check further and check for available options.

Thanks for considering Sony products.
-Eliab

Hi RC4614,

Thank you for your review, and we are really sorry for the inconvenience. It is unfortunate that you are having an issue with the left hinge of your headphones. This is definitely not the experience we wanted you to have with our premium headphones. We'd love to know more about what happened and help you out. Please email the information below to socialsupport@am.sony.com so we can review your file on our system and best 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.

Case Number:
Full Name:
BestBuy Username:
Telephone Number:
Issue:
Model Number:

We are looking forward to your message.

Sincerely,

Romeo
Sony Social Support

Hi Amp123, 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 tscoot, we are sorry to hear that the WH-1000XM5 did not meet your expectations. We'd love to help and troubleshoot the issues that you are experiencing and make this a better experience for you. In the meantime, ff the effect of noise canceling is not sufficient, please try the steps on our Help Guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html?search=comfort

For the sound quality, https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

May we contact you to help and provide further assistance? 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 Waqas,
Thank you for your time this review. We are very sorry to hear what happened on the headphones. This is definitely not the experience we want you to have with our products. We always aim to deliver a great experience, and we are gutted when don't meet expectations. We'd like to help and do the best possible for you.

May we contact you and get more information? 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

Hello Denise,

Thank you for considering Sony products.

We sincerely apologize for the issue you've experienced with the WH1000XM5 headphones. This is certainly not up to the quality standards we strive for, and we understand how frustrating it must be to encounter hinge problems despite careful use. Please be assured that we take your concerns very seriously and will forward your feedback to our dedicated Sony team for thorough review as we continue working diligently to improve our products. We understand how important it is to have your WH-1000XM5 headphones in perfect condition.

To assist you, we have partnered with our authorized parts provider, Encompass, who offers an affordable and reliable repair service specifically for the WH-1000XM5 model. Should you need repairs, you can contact them directly:

- Phone: 1-866-835-1146
- Email: service@encompass.com
- Hours: Monday – Friday, 8:00 AM – 6:00 PM EST

Best regards,
-Fred

Hi RubieA, Awesome! We are so glad to hear that you are happy with your new 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 h2opolo214, we're 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 GLB6, while we're glad that you like the sound quality and noise canceling function, we regret that you find them uncomfortable. This is definitely not the experience we'd like you to have with our products.

Our XM5 has a slider that you can use to adjust the length of the headband to get the best fit and for comfortable listening experience.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534513.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 Shan, Thank you for your feedback on the WH-1000XM5. We appreciate your positive comments on the build quality. We are sorry to hear that the sound quality did not meet your expectations and that you feel the product is not worth the money. Please make sure to utilize the Headphones Connect app, there are a variety of presets and custom features to match sound quality using the Sony | Headphones Connect App that tailors sound to your personal preference. Hope this helps and thanks for choosing Sony! -Sam

Hi Ezequiel, Awesome! We're happy to hear that you are enjoying the audio quality of your 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. Erin

Hi there, We are sorry to hear that you are experiencing issues with your WH-1000XM5 headphones. If you still have the WH-1000XM5 headphones, we'd love to troubleshoot the issue and make this a better experience for you. In the meantime, resetting and initializing the headphones will help troubleshoot the issue. To reset, please check on this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

To initialize, please follow this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

Please make sure that the headphones has the latest software version installed as this will help improve the performance of the WH-1000XM5 (Version 1.1.3). To check on the update, please click on this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246.

Also, check with the “Sony | Headphones Connect” app that the setting of [Connect to 2 devices simultaneously] is on. (Confirm that both devices are connected in the Device Currently Being Connected section of the app)

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