Customer Ratings & Reviews

Hi RicardoH,

Thank you so much for reaching us!

We're sorry to hear that the sound quality of your Sony XM5 headphones does not meet your expectations. We recommend performing the outlined steps in this link for low sound level: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534511.html. You can also adjust various sound settings using the “Sony | Headphones Connect” app: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534533.html.

Additionally, keeping your headphones updated is essential, as firmware updates often improve performance and fix known issues. You can find the latest update here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

Hope this helps!

If you need further assistance or have additional concerns, may we contact you directly? If so, please email the following information to socialsupport@am.sony.com. Apologies if you've already shared this information with customer service — we just want to ensure we have your most accurate details:
Full Name:
Username:
Telephone Number:
Additional Information regarding your experience with the TV.

Thank you for your patience, and we look forward to resolving this issue promptly!

Sincerely,
Maria

Hi Dali, We are sorry to hear you're having issues with the mic when using these to answer phone calls. This is definitely not the experience we'd like to hear from you. We'd love to help troubleshoot your problem and turn your experience around.

The WH1000XM5 can be used to make/receive phone calls. You can enjoy a hands-free call with a smartphone or mobile phone that supports the Bluetooth profile HFP (Hands-free Profile) or HSP (Headset Profile), via Bluetooth connection. Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534546.html

You may also find the troubleshooting article below helpful:
https://www.sony.com/electronics/support/articles/00267840



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 Awesome, 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 Ryan,

We regret to hear you are having noise canceling issues with your headphones. We’d love to help you troubleshoot your problem. If the effect of noise canceling is not sufficient, make sure the noise canceling function is turned on. Press the NC/AMB button repeatedly to turn ON the noise canceling function.

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.

You may refer to this link for troubleshooting steps to isolate and fix this issue: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00267839

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.

I hope this helps but if you still need assistance, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi Fourbigstrings,

We regret to hear the music suddenly stops on your WH-1000XM5 headphones. We want to make sure you’re taken care of. 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. If you still have the unit, please follow the common solutions on the link below if you experience unexpected issues on your headphones.

If any of the following conditions apply, the issue occurs.

The built-in sensor is activated.
• If you remove the headphones or put them back on, this will pause or resume playback. In the factory settings, the built-in proximity sensor in the left unit detects when the headset is worn on or removed from your ears.
• You can disable the wearing detection function. Turn off the Pauses when headphones are taken off setting using the Headphones Connect app.
• Please check the Speak-to-Chat function. The Speak-to-Chat mode activates when it detects the speech of the person wearing the headset and the headset pauses or mutes the music which is being played, but in rare cases it may activate in response to the voices of other people, ambient environmental sounds, transportation announcements, etc.

If the issue is still unresolved, please email the below information to socialsupport@am.sony.com.

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

Sincerely,
Jess

Hi JTEe, We're delighted to hear that you're enjoying your new headphones. We appreciate your feedback and thank you for choosing Sony. Erin

Hi Bbmc23,
We really appreciate you for taking the time to write this review. We're sorry to hear if we were not able to meet your expectations with the sound quality of the WH1000XM5. We regret that you returned the unit and we did not get the chance to troubleshoot and resolved the problem with the headphones. Hope that you will consider Sony again on your future purchases. Thanks again for shopping Sony. - Kris

Hi ShantaI, thanks for choosing and purchasing our industry-leading noise canceling headphones. We're sorry to hear that you have an issue charging your Sony unit. Please try charging with the supplied USB Type-C cable. 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. Please check this link for more details:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html

If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi MartinS,

We regret to hear that you are having a noise canceling issue with your Sony WH1000XM5 wireless headphones. Please make sure you are pressing the NC/AMB button change the settings to noise canceling: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534715.html. If still unresolved, we can reset them by following the guide here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html. Or initialize the headphones to factory settings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html.

We take all user input seriously and will make sure your comments reach the appropriate person. If you are still having the same issue, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Vincent

Hi rgnh, While we're glad that you like the sound quality, we regret to hear that the noise canceling did not meet your expectations. We'd love to help you troubleshoot your problem and turn your experience around. If the effect of noise canceling is not sufficient, please try the follwoign steps here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

We also recommend ensuring the software is updated. If your headset has the latest software, a notification will appear on the screen of the “Sony | Headphones Connect” app. Update the headset software following the on-screen instructions. Install the latest headset software to enjoy new functions or to resolve a certain number of issues with the headset. Always use the headset with the latest software installed.

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

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

Sincerely,
Erin

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 Kyle,

This is not the experience that we want you to have. Your feedback is extremely important to us and is very much appreciated. We would like to know more about what happened and help you out. Please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
-Ralph

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 JoseC,

That's awesome! We're glad to hear that you like the sound quality, comfortable design and battery performance of the 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 choosing Sony!

-David

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 EG123, amazing! We're glad you like the sound quality and comfort of our product! The WH1000XM5 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 WH1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony! ~Earl

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 JAMTIME,
You definitely made the right choice! It's nice to know you are enjoying the amazing sound quality, noise canceling features and comfortable fit of your SONY 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 choosing Sony! - Kris