Customer Ratings & Reviews

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 Glupo, Thank you for the 5-star rating! 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 Daniela, Awesome! We're pleased to hear that you like the features 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 Jofall, We are sorry to hear that you are experiencing issues with your WH-1000XM5 headphones. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, please make sure that the WH-1000XM5 has the latest software version installed (v1.1.3) as this will improve the overall performance of the headphones and Noise Canceling Optimizer function (Auto NC Optimizer).

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 User, We are sorry to hear that the sound quality did not meet your expectations. Sony values the opinions of customers and is always striving to provide the best experience possible. Please ensure you have the Headphones Connect app downloaded. It has an EQ that can be use to customize the settings to fine-tune your music.

You may also check the help Guide for some troubleshooting steps to follow:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.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 JazlynA, Great! We're glad that you and your kids are enjoying the WH1000XM5. We appreciate your feedback and thank you for choosing Sony. Erin

Hi Nate, 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 DannyDuke Amazing! We're glad that you like the sound quality and love the software. 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 EmmaK, 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 icandy, Awesome! We're pleased to hear that you like the sound and noise canceling function. Thank you for choosing Sony. Erin

Hi MICHAELM,
Thank you for your feedback. We apologize for the frustration you're experiencing with the WH-1000XM5 headphones, both with the Bluetooth connectivity and the difficulty determining the power status. This is certainly not the experience we want for our customers and we're sorry for the inconvenience.
To address the Bluetooth connectivity issue, we recommend trying the following troubleshooting steps:

-On your smartphone or computer, go into the Bluetooth settings and "forget" or "unpair" the WH-1000XM5. Then, restart your device and try the pairing process from the beginning.
-Initialize the headphones. You can find the instructions here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
-Ensure your headphones are running on the latest firmware. You can check for and install updates using the Sony | Sound Connect app.

Regarding the difficulty in telling whether the device is on or off, the headphones have an LED indicator. When you turn on the headphones, the indicator will flash blue. Please check this link for a detailed explanation of the indicator lights and their meanings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534536.html

If these steps do not resolve the issue, or if you need further assistance, please don't hesitate to contact our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony products and for bringing this to our attention.
Sincerely,
Estefany

Hi RyanL,

Thank you for the feedback on your experience with your WH-1000XM5. We value your opinion and we would like to apologize if the unit did not meet your expectations. 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.

We regret to know that the unit had to be returned. We hope you will consider Sony again in a future purchase. Thank you for the feedback.

Regards,
Jess

Hi Ricardo,

Thank you for the review. Extend the slider to its full length before putting on the headset and then adjust the slider to a length where the headband touches the top of your head. Adjust the orientation of the left and right units so that the earpads fit snugly all around your ears.

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 Elizabeth, we're glad you love our product! Thanks for choosing Sony! ~Earl

We're glad that you are enjoying your new headphones, Jaycollado. Thank you for choosing Sony. Erin

Hi CoolJack,

You made the right choice! We're glad that you like the color 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!

-Ralph

Hi Molodrinks, awesome! We're glad your husband loves his new headphones! Thanks for choosing Sony! ~Earl

Hi ryukev717, Amazing! We're glad that you like the sound quality and comfort 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 JosueM, Thanks for sharing your feedback. We'll take note your input and rest assured, this will be looked into. Thank you and regards, -Craig

Hi Andrew, We're glad that you are happy 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