Customer Ratings & Reviews

Hi MichaelA, we're sorry to hear that you have an issue with the noise canceling feature of your Sony unit. If you are hearing amplified noise from outside, Please turn off the Ambient Sound Control or turning on the Noise Canceling function. You can do this through the Sony Sound Connect app. Please make sure that the headphones are worn properly. If there is too much space between your ear and the headphone earbud, the Noise Canceling function may not work effectively. Please follow this link for more details:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.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:

You can also reach out to our new Product Enthusiast. They are Sony fans, who can help you troubleshoot your headphones issues. Connect with them by follow this link and Chat with an Enthusiasts:

https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

~Earl

Hello MatthewR,

Thank you for considering Sony products.

We sincerely apologize that you are experiencing an inconvenience with your WH-1000XM5 headphones' battery no longer holding a charge after two years of use. This is certainly not up to the quality standards we strive for, and we appreciate you taking the time to share your feedback.

To assist you in troubleshooting this issue, we recommend reviewing the detailed steps outlined in our support article, "Charging cannot be done," available at the following link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html

If the issue persists after following these steps, your unit may require a service check. For authorized repairs and to discuss options, please contact our partner, Encompass Service Solutions:

Phone: (866) 835-1146

Email: service@encompass.com

Best regards,
-Fred

Hi JordiBeltre, We are sorry to hear that the WH-1000XM5 did not meet all of your expectations when it comes to sound quality. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, please try the troubleshooting steps on our help guide link to isolate and troubleshoot the issue.

Low sound quality, or noise or unusual sound can be heard.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

For the sound quality
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534501.html

Also, check that the headphones are running on the latest firmware version. The software includes key features, applications, bug fixes, and feature improvements.

If you need further assistance, please email the below information to socialsupport@am.sony.com.

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

Regards,
Carl

Hi GarrettB, 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 Lewis,

We regret to learn the you've had experienced difficulties with the touch controls and charging issues with your Sony unit. This is not the experience we want you to have.

It's also unfortunate that the unit had to be returned. We could've walked you through with some troubleshooting and offer assistance with our product.

We hope you will consider Sony again in a future purchase. Thank you for the feedback.

Sincerely,
Jess

Hi TomM, Awesome upgrade! We are so glad to hear that you are happy with your new WH-1000XM5 headphones. From airplane noise to people’s voices, our WH-1000XM5 wireless headphones with multiple microphone noise cancelling keep out more high and mid frequency sounds than ever. And with Auto NC Optimizer, noise cancelling is automatically optimised based on your wearing conditions and environment. The specially designed 30mm (precision-engineered) driver unit with light and rigid dome using carbon fiber composite material improves high frequency sensitivity for more natural sound quality. Sony unique technologies include a premium lead-free solder containing gold for excellent conductivity, Fine Sound Resistor for even power distribution, and optimised circuitry for an improved signal-to-noise ratio to ensure clear, consistent sound.

Regards,
Carl

Hi Mpankaj, Wonderful! We're glad that your father loves his 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 Kukgj, We're sorry to hear that you find the headphones uncomfortable and hurt your ears. 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?utm_source=glean

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 dustinw, Awesome! We're happy to hear that you like the sound quality, comfort, noise canceling function, features, and ease of use. We're sorry if headphones cannot be collapse/fold. We'll take your feedback very seriously and will pass this to the appropriate department here at Sony.

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 Jonathan, 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 Ase117a,

Thank you for the review. We're sorry to hear what happened with the Bluetooth of your headphones. To isolate the issue, initialize the headphones to restore factory settings and try again. Here's the link on how to.

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If that does not work, update the headphones via Sony Sound connect app. A firmware update improves the functionality and features of your device. It can provide fixes to any performance issues that may occur.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

If the issue is unresolved, service might be required. To further assist you, we recommend visiting our Eservice website to locate a repair center near you.

https://us.esupport.sony.com/support/s/service?language=en_US

Regards,
David

Hi kltmom, Amazing! We're pleased to hear that you like the sound quality, features, 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 Xytbx1, We are sorry to hear that the WH-1000XM5 did not meet all of your expectations and had to return the unit. We appreciate your input and we hope that we get to provide a better experience for you next time.

Thank you for considering Sony!

Regards,
Carl

Hi Haziq, thanks for choosing and purchasing our product. We're sorry to hear that have an issue with the supplied accessory of your SONY unit. This is not the experience we want your to have. Please isolate the issue by following this link:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html?search=charging

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:

~Earl

Hi DannyA, We are sorry to hear about your experience with the WH-1000XM5 headphones. We would like to reach out to you and provide assistance regarding your headphones.

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:
Username:
Telephone Number:
Model Number:
Issue:
Case ID:

Regards,
Carl

Hi pjoo, We're sorry to hear about your headphones. This is definitely not what we wanted you to experience. For the charging issue, please follow the steps on our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html

If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :

Full Name:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Sincerely,
-Craig

Hi RonaldS, Excellent! We're glad that your are satisfied with your purchase. 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 Dissatisfied, we regret to hear that the headphones had to be returned. This is definitely not the experience we'd like you to have. If the headset is turned off automatically, we have troubleshooting steps to fix the issue:
When you wear the headset over a cap, cloth, a scarf, hair, etc., wearing detection may not work properly. The automatic power off function may trigger and the headset may be turned off automatically. Wear the headset so that your ears are inside the earpads.
When the automatic power off function is set to [Do not turn off] on the [System] tab of the “Sony | Headphones Connect” app, wearing detection will continue to work and the symptom may be improved.
Make sure the battery is fully charged.
We value your feedback as it helps us improve our products. We hope you'll consider Sony in your future purchase.
Sincerely,
Erin

Hi Radvak, Awesome! We're pleased to hear that you are satisfied with your purchase. 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 Anton, Awesome! We're delighted to hear that these headphones re exactly what you've expected. 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