Customer Ratings & Reviews

Hi Gevin, Excellent! We're glad that you like the sound quality, noise canceling function, and overall 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 Astonic,

Thank you for taking the time to review your WH-1000XM5 headphones. We're sorry to hear that you have an issue regarding the build quality of your Sony unit. 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 elegant design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear.

If you require additional assistance regarding your concern, you can email us at socialsupport@am.sony.com with the following details:

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

Regards,
Jess

Hi WLeeP, 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 BBRFL, We are sorry to hear that the WH-1000XM5 did not meet all of your expectations. For better audio quality on the XM5's please try these suggestions using the Sony Headphones Connect App.

Adjust the Equalizer Settings: Use the Sony | Headphones Connect app to adjust the equalizer settings. You can experiment with different presets or create a custom EQ setting that suits your preferences.

Enable DSEE Extreme: In the Sony | Headphones Connect app, enable DSEE Extreme (Digital Sound Enhancement Engine) under the Sound settings. This feature helps to improve the quality of compressed audio files by restoring high-range sound.

Use LDAC Codec: Ensure that LDAC is enabled on your phone's Bluetooth settings for the headphones. LDAC allows for higher quality audio streaming over Bluetooth. You can find this setting in your phone's Bluetooth options for the WH-1000XM5.34

Check Audio Source Quality: Make sure that the audio files or streaming quality settings are set to high. For example, in Spotify, you can set the streaming quality to "Very High" in the app settings.

Disable Other Equalizers: If you are using any other equalizers in your audio streaming applications, it might be best to disable them and let the headphones' built-in processing handle the audio enhancement.

Adjust Dolby Atmos Settings: If your device supports Dolby Atmos, you can try changing the settings from Auto to Music, which might improve the audio experience.

Should you need assistance with your Sony product, please contact us for help.

Send us an email at socialsupport@am.sony.com using the format below.

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:
Username:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi Anza, That's really cool! We're thrilled to hear that you feel the WH-1000XM5 the best sounding headphones that you've owned. It's good to know these are perfect for your lifestyle and you're enjoying the excellent noise cancellation and sound quality of our industry-leading, Noise Canceling headphones WH-1000XM5. 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 leaving us such a wonderful review! Thank you so much for your purchase! -Jess

Hi dadon12, Awesome! 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 Sarah, 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 Isaa, 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 Trey, Awesome! We're glad that you like the sound quality, slick and comfortable design. 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 XPDR, Awesome! We're pleased to hear that you are enjoying the 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 Rich, thank you for reaching us out. We regret that the WH1000XM5 did not fully meet your expectations. This is definitely not the 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: Best Buy Username: Telephone Number: Model 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. Regards, Erin

Hi Kenny, we appreciate you taking the time sharing with us your honest review about your experience using the WH1000XM5. We regret that the headphones had to be returned. We value your feedback as it helps us understand our customers' needs and improves our products.

We do have suggested troubleshooting steps on the Help Guide to help fix problems you might encounter. Downloading/Installing the headphones connect app is also a recommendation. You can use the app to customize the settings to fine-tune your music. Resetting and Initializing the headphones also helps resolve touch control issues.

Usage hours may be different from the time described above depending on the settings for the headset functions and usage conditions.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534508.html

We hope that you'll reconsider and try the troubleshooting steps first before returning the unit. Performing these steps help improve the headphones' performance.

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 gonti,

We are sorry to hear about your concern with the sound quality of your Sony headphones. We can isolate and hopefully resolve this issue by following the guide from this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html. Do not forget the update the firmware of your unit to improve their performance: https://www.sony.com/electronics/support/wh-1000xm5/software/00278246.

Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Vincent

Thank you for sharing your feedback, SharlaI.

We are truly sorry to hear that the noise-cancelling performance of the WH-1000XM5 did not meet the specific needs for your daughter’s hearing sensitivity, and we understand your decision to return the product.

While the XM5 series typically provides industry-leading noise cancellation, we acknowledge that noise sensitivity needs can be highly specialized. We regret that this model did not provide the level of isolation required for comfortable all-day use.

Thank you for bringing this specific requirement to our attention.

Best regards, Gus, Sony Social Media Team

Hi JeremiahF,

Thank you for taking the time to provide your feedback regarding the WH-1000XM5. While we're glad that you like its amazing sound quality, we sincerely apologize for the issues you encountered with the product. We understand how disappointing it can be when a product falls short of expectations, particularly after an initially positive experience. This is definitely not the quality or durability we aim to deliver to our customers. For more information regarding the headband issue, please refer to the following link:

https://www.sony.com/electronics/support/articles/00346233

Should you need more information/technical assistance, 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:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the WH-1000XM5:

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

Sincerely,
Jess

Hi FranklinH, thank you for your feedback. We sincerely apologize for the experience you've had with your WH-1000XM5 headphones. We understand how disappointing it must be to have encountered sound issues, especially when you expected them to work seamlessly with your Sony Bravia TV.
Your feedback is invaluable to us and we take quality issues seriously. We're sorry to hear that you had to resort to purchasing a different brand.

Thank you for considering Sony products. We hope to regain your trust in the future.
Sincerely,
Estefany

Hi SonySucks, We apologize for the inconvenience that you experienced with your Sony WH1000XM5. This is definitely not the quality or durability we aim to deliver to our customers. Please allow us to help you and investigate this issue further. For further assistance, please reach out to our Sony customer support team, providing details about your concern and contact them through this link: https://us.esupport.sony.com/support/s/service?language=en_US.

Or email us at socialsupport@am.sony.com with the following details:

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

Regards,
Sam

Hi Shadowito, We're sorry to hear that the loudness of these headphones did not meet your expectations. This is definitely not the experience we'd like you to have. Allow us to help and turn your experience around.

For low sound level, please check the following:
Turn up the volume of the headset and the connected device.
Connect the Bluetooth device to the headset once again.
Reset the headset.
Initialize the headset, and pair the headset and the device again.

Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534511.html

For further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin