Customer Ratings & Reviews

Hi Tech,

Thanks for reaching out to us and we apologize for the inconvenience. Make sure to update the software version of the headphones (via the Sony Headphones Connect app) for optimum performance. The communication between the devices will be poor if there is an obstruction between the unit and the connected device. Try the following:

To ensure you get the best Bluetooth connection, please set the headphones Sound Quality Mode to “Priority on stable connection”. Choosing the correct Sound Quality Mode improves communication between your headphones and your mobile device. Refer to this link for more details: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00204578

If the Bluetooth connection with headphones suddenly disconnects or the playback skips from your headphones, follow the steps from this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.html

Initializing the headset to restore factory settings may also help resolve the issue: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If the issue is still not resolved, 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 Stanley,

We're sorry to hear about your experience with the WH-1000XM5 headphones. It’s disappointing when a product doesn’t meet durability expectations, especially within such a short period. Since they are still under warranty, we recommend reaching out to Sony Support for further assistance regarding repair or replacement options. You can reach 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

Your feedback is valuable, and we appreciate you sharing your experience.

Best,
Maria

Hi DiegoZ, Great! We're glad 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 MClark,
Thank you for your time writing this review. While we are glad you like the sound quality, we're sorry to hear that the headphones broke within a year. This is definitely not the experience we want you to have. Allow us to help and do the best possible for you.

May we contact you to help and get more information? If so, please email the below information to socialsupport@am.sony.com:
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.

Hi TotN, We are sorry to hear that the headphones were broken. This is definitely not the experience we'd like you to have. We'd love to help you and 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 WHXM5

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

Sincerely,
Erin

Hi Jessica, Excellent! We're glad that your husband is enjoying 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 Dyson, Great! We're glad 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 Tatsu, we appreciate you sharing your experience using the WH1000XM5. We're also sorry to hear you're having some difficulties with your headphones. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn your experience around.

We do have troubleshooting steps to address the above issues. First, please ensure the software is updated to version 1.1.3. You can check and verify the software by launching the headphones connect app. You may also reset or initialize the headphones.

Resetting:
Connect the headset to an AC outlet
Press the power button and the NC/AMB button simultaneously.
The headset will be reset.
The device registration (pairing) information and other settings are retained.
If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.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 ShahmehmoodG, We're sorry to hear that these headphones fall out when using in the gym. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn your experience around.

The WH1000XM5 is designed for music playback and calls. As far as working out, if you enjoy wearing over the head headphones while working out, then the WH-1000XM5 should be a great workout partner. They are comfortable because of their lightweight design and easy to control your music using the touch controls. You can also try adjusting the length of the headband sliders to get the best fit and to keep them from falling.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534513.html

For more serious workouts, we suggest our headphones specifically designed for that task. Please check out our WF-C500s and the WF-1000XM4s.

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 Toedlu , we regret to hear that the WH1000XM5 did not meet your expectations and the app is confusing. This is definitely not the experience we'd like you to have. We'd like to help you and turn your experience around.

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 WH1000XM5

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

Sincerely,
Erin

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 Avnish,

Very nice! We're glad you like the fast Bluetooth connection 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!

Regards.
David

Hi JEFFS, 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 BarileeK, We regret to hear about what happened. We take the quality of our products seriously and are sorry to hear that one side of your WH1000XM5 is no longer working. If you haven't tried any troubleshooting steps yet to address this issue, we suggest following the steps on this link to isolate and resolve the issue. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534512.html

If the issue persists after performing the troubleshooting steps, you can explore our repair options. We recommend visiting our eService website on the link below for further assistance.

https://us.esupport.sony.com/support/s/service?language=en_US&cpint=spt-subfooter_prodrepair

If you have further questions or concerns about your Sony WH1000XM5, feel free to contact us through this link: https://us.esupport.sony.com/support/s/service?language=en_US.

Regards,
Sam

Hi JohnH,

Thank you for your purchase and we are honored to have customers like you. We're glad to hear that you like the noise canceling, sound quality and comfortable design 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 and enjoy your headphones!

-David

Hi RemorsefulBuyer, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the headband hinges of your Sony unit. This is not usually the case for our WH1000XM5 headphones. Unfortunately, the limited warranty of your WH1000XM5 does not cover any kind of accidental or physical damage.

It's good to hear that your dealer is taking care of the issue by now. You can also take your device to an authorized servicer for evaluation to determine the repair options available for physical or cosmetic damage. For more information, please refer to the link below:

https://www.sony.com/electronics/support/articles/00006741?utm_source

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 easy, we are sorry to hear that the noise canceling function didn't work and the headphones had to be returned. We do have troubleshooting steps in case the noise canceling is not sufficient which is also available in the Help Guide and support website. For future reference, here's the link for the Help Guide:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/index.html


We hope you'll consider these headphones in your future purchase. Should you need further assistance, please email us at socialsupport@am.sony.com.

Regards,
Erin

Hi AK40, Excellent! We're glad that you're 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 Notbad,

Thank you for the review and we're sorry to hear the noise canceling issue with your headphones. The noise canceling will depend in that source and environment that you're playing. We recommend using the Sony headphones connect app to adjust the noise canceling depending in your preference.

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

We also recommend updating the software of your headphones using the app. A firmware update improves the functionality and features of your device. It can provide fixes to any performance issues that may occur.

For us to better assist you, please email us at socialsupport@am.sony.com with the following details:

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

-David

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