Customer Ratings & Reviews

Hi DeleteAlt, Amazing! We're glad that you like the sound quality, durability, and comfort. 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 HIMM,

Very nice! We're glad to hear that you like the headphones. Thank you for choosing Sony!

-David

Hi NicoB,
Thanks for sharing your feedback with us. We're really sorry to hear about the issues you’ve had with your WH-1000XM5 headphones. While we’re glad you enjoyed the sound quality, we definitely want to help with the durability concerns you mentioned.

We’ve partnered with our parts supplier, Encompass, to offer a low-cost repair option for situations like this. You can reach out to them directly for assistance:

Phone: 1-866-835-1146
Email: service@encompass.com
Hours: Monday - Friday, 8:00 am - 6:00 pm EST

Thanks for considering Sony products. We apologize for your experience.
Sincerely,
Estefany

Hi ClaytonB, We're happy to hear that you're satisfied with your purchase and service received from the store. We appreciate your feedback and thank you for choosing Sony. Erin

Hi GhibliTreeHouse, That's really cool! We're thrilled to hear that you feel the WH-1000XM5 the best sounding headphones that you've owned. It's good to know these are perfect for your lifestyle and you're enjoying the top-notch sound quality and overall features of our industry-leading, Noise Canceling headphones WH-1000XM5. Thank you for leaving us such a wonderful review! Thank you so much for your purchase! -Jess

Hi Daniel, Very nice! We're glad to hear that your new Sony WH-1000XM5 Headphones worked as advertised, providing you with amazing performance and incredible audio you expected. Thank you so much for offering a fantastic rating on the product! -Jess

Hello Bruce, we are really sorry that the WH-1000XM5 Bluetooth connection has been really poor with the Amazon Fire tablet, we'd like to provide you some recommendations you can follow to make it work properly:
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.
If the pairing information for the headset has been deleted on the Bluetooth device, pair the headset with the device again. If the issue is still unresolved please consider contacting us to gather more details about the issue. Contact us at: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=tv. Thank you for considering Sony products! -Ismael

Hi Carter, Thanks for your feedback and insights. Sony values the opinions of customers and is always striving to provide the best experience possible. We're sorry if the sound quality did not meet your expectations. Allow us to help and turn your experience around.

For sound quality related issues or concerns, please try these following steps:
Turn down the volume of the connected device if it is too loud.
When playing music, if the headset and the transmitting Bluetooth device are connected via an HFP or HSP Bluetooth connection, switch the Bluetooth connection to A2DP with the connected device.
Some devices that emit ultrasonic sound waves designed to repel rodents may occasionally be installed at the entrances of commercial facilities or subway stations. Near such devices, the ultrasonic sound waves may cause noise or unusual sound to be heard from the headset. Leave the place where the noise or unusual sound is heard. Or turn off the noise canceling function/Ambient Sound Mode from the “Sony | Headphones Connect” app.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html


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 JonK, 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. Carl

Hi deckofmarkov, 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 AndrewE, We're glad that you're enjoying your new headphones. We appreciate your feedback and thank you for choosing Sony. Erin

Hi Gigin, We're glad that you like the audio quality of your headphones. We also appreciate you being a long-time fan. 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 Brittany, 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 Shamwow,

Thank you for the purchase! We're glad you like the smart features 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 Kinupe1994, Thank you so much for the 5-star rating! We are glad to hear that you are happy with your purchase! Thank you for choosing Sony! -Carl

Hi icandy, Awesome! We're pleased to hear that you like the sound and noise canceling function. Thank you for choosing Sony. Erin

Hi Marc, 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 AliceB, Amazing! We're very happy to hear that you're satisfied with your purchase and good to know that you had am excellent shopping experience. We appreciate the recommendation and thanks for choosing Sony! -Sam

Hi AmitH,

We regret to hear you're not having the best experience with these headphones and you find them uncomfortable during use. This is definitely not the experience we'd like to hear from you. Our WH-1000XM5 has a slider that you can use to adjust the length of the headband to get the best fit and for comfortable listening experience.

Note: 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. For your reference, you may check this link: https://www.sony.com/electronics/support/audio-video/articles/00282845

Also, if you feel like you are missing some bass or your music missing a bit of oomph, the Sony Headphones Connect app packs numerous audio presets curated by sound experts. Not everyone finds them perfect, nor are they meant to be. You can find one that suits you the most and tweak it to your preferences. Here's the link for more details: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00286844

It's unfortunate that you consider returning the WH-1000XM5 headphones. Your feedback about the comfort and design is greatly appreciated.

Should you need further assistance, please let us know so we can turn your experience around. You can email us at socialsupport@am.sony.com with the following details:

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

We appreciate you and thanks for shopping Sony.

Sincerely,
Jess

Hi RahulJ,

Awesome! We're glad to hear that you like the noise canceling and gesture control of the headphones. We appreciate the recommendation and thank you for choosing Sony!

-David