Customer Ratings & Reviews

Hi Grant,

Thank you for the review. Your feedback is greatly appreciated. For your information, the touch controls can turn off/on the touch controls if desired using the Sony headphones connect app.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00269130

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

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

-David

Hi JamesP, 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 JackS,

We’re truly sorry to hear about your experience with the WH1000XM5 headphones. Noise canceling should be top-tier, and comfort is essential for long listening sessions.

For the noise-canceling issue, you may want to ensure Adaptive Sound Control is turned off and adjust the NC optimizer for your environment. Here’s a detailed guide on optimizing noise cancellation:  https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

Regarding comfort, adjusting the fit or extending the headband can sometimes help alleviate pressure points. Here are tips for a more comfortable fit: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=wear

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

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

Sincerely,
Maria

Hi JasonB, we regret to hear that the headphones had to be returned. There is a physical button on the WH1000XM5s. It is labelled NC/AMB. Tapping this button will switch from noise canceling to ambient sound mode. You also have full control of the noise canceling/ambient sound in the App.

Your feedback is highly appreciated. We hope that you'll consider Sony in your future purchase.


Regards,
Erin

Hi MingL, 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 RoxanaR, Great! We're pleased to hear that you are enjoying 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 hanna, 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 tunion360,

Thank you for considering Sony products.

We're sorry to hear you're having trouble with your WH-1000XM5 headphones—this isn't the experience we want for you. We'd like to get this sorted out as soon as possible.

To fix the issue, please try these three steps:

Update the firmware: Make sure your headphones are updated to Version 2.4.1. You can find the update and instructions here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

Reset the headset: Follow the steps to reset your headphones here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Initialize the headset: If the problem continues, try restoring your headphones to their factory settings using these instructions: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If the issue continues, please email us at socialsupport@am.sony.com. Your headphones are covered by a one-year limited manufacturer's warranty, and we'll be happy to assist you further. When you write, please include the following information:

- Name:
- BestBuy Username:
- Model Number:
- Description of the Issue:
- Telephone Number:

We appreciate your patience and look forward to assisting you.

Best regards,
-Fred

Hi JMedia, 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 EdwinR, We're glad that you like the sound quality. While the WH1000XM5 units don’t have an IPX rating, you can still enjoy using these for walks and simple workouts. With regards to the issue you've experience, please ensure the software is updated with version 2.1.0. You may also check some troubleshooting steps here:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.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 NelsonM,

Thank you for the feedback. These headphones features an adjustable slider (left and right) to ensure comfortable fit for long period of time. The step-less slider, seamless swivel and hanger, and silent joints, make it a pleasure to wear. It is unfortunate that the headphones had to be returned. Thank you for sharing your experience and we hope you will consider Sony again in a future purchase.

-David

Hi JAGame, Great! We're glad that you like 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

Thank you for sharing your feedback, bvega.

We are very sorry to hear about your experience with the hinges on your WH-1000XM5 headphones. We understand your frustration regarding the repair options provided so far, as we want our customers to enjoy their Sony products for as long as possible.

We would like the opportunity to review your situation more closely. We kindly ask that you email us at socialsupport@am.sony.com with the following information so we can look into your case:

Full Name

Reviewer Username

Model & Serial Number

Phone Number

A brief description of the issue (and any previous case numbers)

We value your feedback and appreciate the opportunity to further assist you with more information on how to get your headphones serviced.

Best regards, Gus, Sony North America Customer Support

Hello Santhosh,

Thank you for choosing Sony.

We sincerely apologize for the inconvenience you've experienced with the Sony WH-1000XM5. Your feedback is invaluable to us, and we will use it to enhance our shipping procedures. We understand how frustrating it can be to receive the incorrect color, especially after selecting the black option. We suggest reaching out to Best Buy's customer service to request the correct color that you originally ordered.

Best regards,
-Fred

Hi WhatAwaste,
Thank you for your time writing this review. We're sorry to hear if you feel that the volume is not great and if the headphones is falling off your head. Allow us to help make this a better experience.

Depending on the connected device, the volume may not sync with the headphones. If this is the case, you may not get the desired volume by adjusting the headphones volume. Try using a combination of the headphone volume and the volume of the connected device. Note: If you use the Sony | Headphones Connect app users, adjust the volume on both the app and the connected device.

If the headphones is falling off your head, this may be resolved by wearing the unit properly.
Check the left and right units of the headset.
Extend the slider to its full length before putting on the headset.
Put on the headset with the earpads fitting snugly over your ears.
Adjust the slider to a length where the headband touches the top of your head
Adjust the orientation of the left and right units so that the earpads fit snugly all around your ears.
If you put on the headset without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort or a weak noise canceling effect.

Should you need further assistance, feel free to contact us by sending an email to socialsupport@am.sony.com with the following:
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

Hi MariaguadalupeD,

We're sorry to hear about the issues you're having with your WH-1000XM5 headphones. We recommend a few troubleshooting steps: check the fit to ensure proper comfort, as a poor fit can cause discomfort and headaches. You can also try adjusting the noise-canceling settings in the app, as this can sometimes contribute to a feeling of pressure. For the mode-changing issue, please check the app settings to see if features like "Adaptive Sound Control" or "Speak-to-Chat" are enabled, as these can automatically switch modes. If these steps don't resolve the issue, please contact our official support team for further assistance. You can do it through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for choosing Sony.

Best regards,
Eliab

Hi CraigdR, thank you for sharing your concerns regarding the WH-1000XM5 headphones. We sincerely apologize for any frustration you've experienced with the design and our customer support.
Please know that your comments will be taken into consideration as we work towards enhancing the quality and reliability of our offerings.

Thanks for considering Sony products. We appreciate your feedback and hope to have the opportunity to restore your confidence in our brand.
Sincerely,
Estefany

Hi JAndrew,
Thank you for sharing your feedback with our Sony WH1000XM5. We regret to hear that you are not impressed and had to exchanged the XM5 with other brands. 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 WH-1000XM5 headphones provide all day comfort in an elegant design. We hope you will still consider Sony again in your future purchase. - Marco

Hi Marcus300, Awesome! We're glad that you like 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 Cccc, We are sorry to hear about that the top of your head hurts.

This is definitely not the experience we'd like you to have. Sony takes into consideration all feedback to improve the performance and quality of our products. We're always looking to make Sony better. With that being said, we'd love to help you and troubleshoot your problem and hopefully turn your experience around.

There are different reasons why your ears may hurt when putting on or wearing headphones such as:

Under certain environmental conditions, especially when the air is very dry, it is not uncommon to experience a slight static electricity discharge or mild shock when your body comes in contact with another object, in this case the ear buds touching your ear(s). The energy from this natural discharge is extremely small and was not generated by your product but rather a natural environmental occurrence. There is no safety issue with the product itself.
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

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