Customer Ratings & Reviews

Hi Leeraldy, We're glad that you like these headphones. We'll take note of your feedback with regards to the cover. 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 ThisGuy, Awesome gift! We are so glad to hear that you are happy with your new WH-1000XM5! 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 carlos57, We are glad that you like the sound quality nd noise canceling feature. We'll take note of your feedback with regards to the earpads.  Sony values the opinions of customers and is always striving to provide the best experience possible. 

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 SheidaA, 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. Thank you for choosing Sony! -Carl

Hi Best, Awesome! We're please 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 Yess, Great! We're glad that you re 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 NhungL, 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 Rfees33, We regret to hear that the sound quality did not meet your expectations. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem. If you haven't tried it yet, please ensure you have downloaded the headphones connect app. It has an equalizer that you can use to fine-tune your music.

We also recommend checking some troubleshooting steps on the Help Guide for sound related concern: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.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

Hi JeremieR,

We appreciate your honest feedback and are sorry to hear that the WH-1000XM5 didn’t meet your expectations. Comfort and sound quality are important, and we’d love to help you get the best experience possible.

If you’re finding the sound quality to be lower than expected, adjusting the settings in the Sony | Headphones Connect app might help. You can modify the Equalizer, enable DSEE Extreme for enhanced sound, and explore other audio adjustments here: helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534533.html.

Additionally, we recommend checking for a firmware update, as updates can improve performance and address certain issues: sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246.

We appreciate your feedback and hope this helps!

If the problem persists after trying these steps, we recommend reaching out to our product support team via phone call at 239-245-6354 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US Hours of Operation: Monday - Friday 9:00 am - 9:00 pm ET Saturday - Sunday 10:00 am - 8:00 pm ET

Best,
Maria

Hi LoriC, We appreciate your time sharing your experience using the WH1000XM5. We regret to hear that these hurt your ears after extended play and noise canceling did not meet your expectations. Some reasons why your ears may hurt when putting on or wearing headphones:

1. You may be experiencing a symptom called listener fatigue. That is where your eardrums work hard to manage the volume that flows through your ear canal. The louder the volume, the bigger the strain on your eardrums, which then causes the feeling of fatigue.
Note: Try lowering the volume or take a break from wearing them for a while.

2. How long have you been wearing the headphones? The longer you wear headphones, the more your ears may hurt.
Note: You may need to limit your headphone usage.

3. The design may not fit your head and/or ears. They may be too big, too small, or too tight.

As for noise canceling, if the effect is not sufficient, we recommend following some troubleshooting steps here:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html



If this does not help, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi Sjbs, Thanks for leaving us such a great review on the WH-1000XM5! We are really delighted to hear your son is satisfied with the great noise cancellation and incredible sound quality of his new WH-1000XM5 Wireless Noise Cancelling 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. You deserve a pair of WH-1000XM5s for that! Thanks for choosing Sony! -Jess

Hi Malbi, Awesome! We are so glad to hear that you are happy with your new WH-1000XM5! 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. -Craig

Hi, ChrisM,

Thank you for letting us know about this situation and your thoughts towards the unit. This is certainly not up to the quality standards we strive for, and we appreciate you taking the time to share your feedback. 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.

Thank you for considering Sony products.

Best regards,
DiegoV

Hi Great, We're pleased 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 lakergirlaj,

Thanks for sharing your review and experience with the WH1000XM5. We regret to hear that you are not satisfied with the headphones. For optimum performance, make sure to install the latest software of the headphones (via the Sony Headphones Connect app).

Sound quality may vary depending on the source content. You do have the option to adjust the Sony app's equalizer function to tailor-fit the sound quality to your needs. For more information, please refer to this link:

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

Hope this helps. In case you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Ralph

Hi wrl2020, Awesome! We're pleased 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 forsurebro, We're sorry to hear about your concern. We apologize for the inconvenience. Because the headset achieves a tight seal over the ears, forcibly pressing it against your ears or quickly pulling it off can result in eardrum damage. When wearing the headset, the speaker diaphragm may produce a click sound. This is not a malfunction.

In any case that you need our assistance, 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

Hi MohammedI, We're sorry to hear about this. This is definitely not the experience we'd like you to have. There are various reasons as to why our ears hurt when putting or wearing headphones, such as:

- You may be experiencing a symptom called listener fatigue. That is where your eardrums work hard to manage the volume that flows through your ear canal. The louder the volume, the bigger the strain on your eardrums, which then causes the feeling of fatigue.
Note: Try lowering the volume or take a break from wearing them for a while.
- How long have you been wearing the headphones? The longer you wear headphones, the more your ears may hurt.
Note: You may need to limit your headphone usage.
Ref: https://www.sony.com/electronics/support/articles/00015243?utm_source=glean



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 Guzi, Thank you for sharing your feedback on your experience with your WH1000XM5. While we're glad you like the amazing sound quality of the unit, we regret to hear you're having some heat discomfort when wearing the headset due to the tight seal over the ears.
If you put on the headset without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort.
To ensure a comfortable fit and to use the unit for longer periods, please adjust the left and right slider. This unit also has super-soft, pressure-relieving earpads foamed urethane that evenly distributes pressure.

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 MaxB, We appreciate your feedback nd we're glad that you like the noise canceling function. You can customize the sound using the EQ settings on the Help Guide to fine-tune your music. 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.

For further assistance, please email us at socialsupport@am.sony.com.

Thanks for choosing Sony. Erin