Customer Ratings & Reviews

Hi Dennis, We're glad that you like the battery life, sound quality, and noise canceling function.We're asorry if you have to take them off every 30 minutes. 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. Ref: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00015243

In addition, the XM5 length can be adjusted by sliding the slider. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534513.html

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

Name:
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Sincerely, Erin

Hi Biggie,

Thank you for the review and we're glad you like the bass sound quality and friendly user-interface 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 CodyH, Excellent! We're thrilled to hear that you like the sound quality nd 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

Hi yragha, we regret to hear that the noise canceling function did not meet your expectation.  Sony values the opinions of customers and is always striving to provide the best experience possible. 

If the effect of noise canceling is not sufficient, please try the following:
Make sure the noise canceling function is turned on.
Adjust the headset into a comfortable position.
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions.
To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
With the “Sony | Headphones Connect” app, check the setting of [Ambient Sound Control]. If it is set to [Ambient Sound], the effect of noise canceling is reduced. Set it to the noise canceling mode.
Check with the “Sony | Headphones Connect” app whether the function of the NC/AMB button is set to [Ambient Sound Control].
Because the noise canceling performance is automatically optimized by the Auto NC Optimizer function according to changes in the wearing condition and usage environment, you may notice fluctuations in the noise canceling effect.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

We also recommend updating the software if needed. Resetting or initializing the headset is also a recommendation.

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

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

Sincerely, Erin

Hello Dine, thank you for the five-star rating! We're delighted to hear that you're enjoying your WH1000XM5 headphones, we appreciate to learn you would recommend this product. Thank you for choosing Sony! Best regards, Jenn.

Hi Ivica, We regret to hear about your experience and that the unit had to be returned. This is definitely not the customer experience we want you to have. We always suggest extending the slider to adjust the length of the headband according to the head size of the user for more comfortable listening experience. We also recommend updating the firmware of the headphones to improve their performance and resolve any possible software-related issues. We hope you will consider Sony again in a future purchase. Thank you. Vincent

Hi mike, we regret to hear that the headphones did not meet your expectations and had to be returned. This is definitely not the experience we'd like you to have. We have some recommendations to troubleshoot audio/sound related concerns available on the Help Guide. For future reference, please check our support website or the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/index.html


Your feedback matters to us as it helps us improve our products.

We are sorry for the inconvenience and we hope that you'll consider Sony in your future purchase.

Regards,
Erin

Hi Ynot, Excellent! we're thrilled to hear 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 DavidA, thank you for taking the time to share your feedback regarding your experience with the WH-1000XM5 headphones. We sincerely apologize for the discomfort you’ve encountered with the head strap, as well as the issue of the headphones turning off unexpectedly.

We understand how important it is for headphones to provide a pleasant listening experience. We recommend considering a few adjustments to improve comfort, such as ensuring the headphones are not too tight on your head and taking short breaks during extended use. Additionally, using a cushioned headband cover can help alleviate pressure points.

To address the issue of the headphones shutting off, we suggest referring to our troubleshooting guide, which includes additional steps that may help you resolve the problem: https://www.sony.com/electronics/support/articles/00278419?utm_source=glean

If the problem persists after following the steps provided in the link, we suggest contacting our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for being a valued Sony customer and for your feedback.
Best regards,
Estefany

Hi Alro,
Thanks for the feedback and for giving the WH‑1000XM5 a try.
We're really sorry to hear they didn’t feel worth the price to you. That’s not the experience we want anyone to have with our products.

We know value is personal, and your comments about cost and expectations are important for us to hear.

If you think there might be a technical issue with your headphones, please reach out to our support team so we can help check what’s going on and look into options with you. https://www.sony.net/support-contact

We really appreciate you giving Sony a try.
Warm regards,
Estefany

Hi DANIELB,

We are genuinely sorry to hear about your experience with both your previous XM4s and your current WH-1000XM5 headphones. We understand how frustrating it is to deal with damage on a premium product you've owned for only eight months.

However, our limited manufacturer's warranty strictly covers factory and component defects, which means any form of physical damage is explicitly excluded from coverage.

Please be assured that your feedback regarding product durability is very valuable to us and has been shared directly with our product engineering teams.

If you change your mind and decide to proceed with a repair, our authorized service provider, Encompass, offers a dedicated repair service for the WH-1000XM5 model. You can reach them directly at:

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

Thank you for considering Sony!

Regards,
Dominick

Hi DonaldH,
Thank you for sharing your feedback regarding the WH1000XM5. We're truly sorry to hear about your experience with the swivel joint durability and call quality.
We appreciate you highlighting the excellent sound quality and we would like to work with you to address the concerns you've raised. For the swivel joint issue and call issues, we'd recommend contact our support team https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you again for choosing Sony and for giving us the opportunity to make this right.
Sincerely,
- Stephanie

Hi Bostonian42011, Thank you for the feedback on your experience with your WH1000XM5. We're glad you like the overall performance and features of your new Sony headphones. We always appreciate customers who take the time to give us their feedback. Thanks for choosing Sony! -Sam

Hi Adrian, We are sorry to hear about the issues you've experience. Sony takes into consideration all feedback to improve the performance and quality of our products and services. We're always looking to make Sony better. We also hope that the replacement will give you a great experience this time. 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 Xbox, Amazing! We're delighted to hear that you're enjoying your new Sony WH1000XM5. We appreciate the recommendation and thanks for choosing Sony! -Sam

Hi Hank,
Perfect! Your satisfaction with your WH1000XM5 headphones are greatly appreciated. Thanks for sharing your great experience with us and for choosing Sony! - Kris

Hi Iann,

Thank you for the review and we're glad to hear that you like the headphones. 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. 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!

-David

Hi Jvcks, we regret to hear that the headphones stopped connecting to your phone. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and make this a better experience.

We also appreciate trying to troubleshoot the problem and performing a reset. In addition, we also recommend ensuring that the latest firmware is installed with version 2.1.0. Kindly launch the Headphones Connect App to check and verify the firmware.

If the headset does not operate correctly even after resetting, initialize the headset. To initialize,
Turn off the headset.
Press and hold button and the NC/AMB button for about 7 seconds.
When the initializing is complete, the indicator (blue) flashes 4 times .
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.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 HanserV,

Thank you for the purchase and we're glad to hear that you like the headphones. We appreciate the recommendation and thank you for choosing Sony!

-David