Customer Ratings & Reviews

Hi NashaundaW,

Thank you for sharing your feedback. We are sorry to hear that the WH-1000XM5 did not suit your preferences and that you chose to return them.

For future reference, these headphones offer extensive sound customization options through the Sony | Sound Connect app. This includes a manual Equalizer and default sound profiles, which allows users to significantly boost the power and profile of the audio to their liking. We always advise exploring these app options to tailor the sound signature to your personal taste.

We appreciate your feedback. Thank you for giving Sony a try!

Regards,
Dominick

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

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

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 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

Hi Nunya, Amazing! 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 ThomasA,

Thank you for sharing your feedback with us. We sincerely apologize that our WH-1000XM5 headphones did not meet your expectations, leading you to exchange them for another brand. This is certainly not the experience we aim to provide.

We understand your concerns regarding the Active Noise Cancellation (ANC) and build quality in comparison to the WH-1000XM3 and WH-1000XM4 models. The WH-1000XM5 was intentionally designed to be lighter and more comfortable for prolonged use, which may result in a different sensation than its predecessors. Despite this, we remain committed to upholding high standards of performance and durability.

Furthermore, the WH-1000XM5 headphones are equipped with two processors that manage eight microphones, delivering unparalleled noise cancellation and outstanding call quality. They also feature a newly developed 30mm driver, DSEE Extreme, and Hi-Res audio support, ensuring an exceptional audio experience. Our Voice Pickup Technology utilizes four microphones specifically calibrated to capture only your voice, providing clear and crisp calls.

Your feedback is invaluable to us and plays a crucial role in enhancing our products. We apologize for any inconvenience caused and hope you will consider Sony for your future audio needs.

Sincerely,

Romeo

Hi Angel, we are sorry to hear this. This is definitely not the experience we'd like you to have. Sony values the opinions of customers and is always striving to provide the best experience possible. Allow us to help and turn your experience around.

The WH1000XM5 can be paired to TVs that support A2DP Bluetooth profile. If you're unable to make a Bluetooth connection, please try the following:

Check that the headset is turned on.
Check that the Bluetooth device is turned on and the Bluetooth function is on.
If the headset automatically connects to the last connected Bluetooth device, you may fail to connect the headset to other devices via Bluetooth connection. If this is the case, operate the last connected Bluetooth device and disconnect the Bluetooth connection.
Check if the Bluetooth device is in sleep mode. If the device is in sleep mode, cancel the sleep mode.
Check if the Bluetooth connection has been terminated. If terminated, make the Bluetooth connection again.
If the pairing information for the headset has been deleted on the Bluetooth device, pair the headset with the device again.
Check if the software is updated through headphones connect app.
Reset the headset.
Initialize the headset, and pair the headset and the device again.

Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534694.html

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

JohanaM, thanks for choosing and purchasing our product. These headphones are not sweatproof nor waterproof. Touching the headset with sweaty hands, or using the headset in situations where the headset may get soaked in sweat may result in malfunction. They can still be used while doing light exercises but not if you sweat a lot while working out. Please take note that these units don’t have an IPX rating.

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

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. ~Earl

Hello Boymom5,

Thank you for considering Sony products.

We apologize for the inconvenience you have experienced with your Sony WH1000XM5 headset. We understand how important it is to have a reliable product and regret that this issue has affected your experience.

We recommend reaching out to Encompass for affordable repair options. They will be able to assist you in resolving the issue at a reasonable cost. Please find the repair information for the Sony WH1000XM5 at the following link: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.

Best regards,
-Fred

Hi Shaimaa, We are sorry to hear that you are experiencing issues with the WH-1000XM5 while making calls. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime. please follow our related help guide link to isolate and troubleshoot the issue: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

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

Hi Bobi021, we regret that the WH1000XM5 did not meet your expectations. This is definitely not the impression and experience we'd like you to have with our premium headphones. We'd love to help you troubleshoot your problem and turn your experience around.

For comfortable listening experience and to keep the headphones from moving, please try adjusting the length of the headphones to get the best fit.

May we also contact you to help and get more information? If, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi AlexisG, this is definitely not the experience we'd like you to have and we regret to hear that you're considering of returning the headphones. We do have troubleshooting steps tht will fix the issues you have encountered.

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. In addition, you'll have full control of the noise canceling/ambient sound by downloading the Headphones Connect App.

For sound related concerns, please try the suggested steps on the Help Guide: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

We also recommend ensuring the software is up to date. Resetting/Initializing the unit is also recommendation.

We really hope you'll give it a try. 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 ShelleyShabazz, thank you for choosing and purchasing our newest industry-leading noise canceling headphones. We are sorry if you are encountering a connection issue when using your phone with these headphones. This is definitely not the experience we wanted you to have. Allow us to help and turn your experience around.

If Speak-to-Chat is enabled, the Speak-to-Chat mode starts automatically when you talk to someone. The headset pauses or mutes the music being played and captures the voice of the person you are conversing with on the microphones to make it easier to hear. Please note that music playback is paused while the Speak-to-Chat mode is active only when connected via Bluetooth connection.

When the headset does not detect the wearer’s voice for a certain period of time, the Speak-to-Chat mode ends automatically.

If you want to end the mode before that, use the headset buttons or touch sensor control panel.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000536742.html?search=speak-to-chat


If the unit disconnects from the Bluetooth device, please try to reset the headphones. This operation does not delete pairing information. We also recommend ensuring the software is updated. You can check the software version using the headphones connect app.

If the headset does not operate properly even if you reset the headset, initialize the headset.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.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: Hope this helps! ~Earl