Customer Ratings & Reviews

Hello Yukina,
We're sorry to hear that you are having audio problem with your WHCH720N especially in a low bass frequency. This is not the experience we want you to have. Please allow us to help and resolve the issue. Kindly check these helpful links to resolve the problem.

Low sound quality, or noise or unusual sound can be heard.
https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000776831.html

Sound skips or noise is heard from the headphones
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204575

If these will not resolve the issue, please email us at socialsupport@am.sony.com with the following details:

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

We apologize for the inconvenience and we are more than happy to assist you.

Regards,
Marco

Hi CelesteR, we sincerely apologize for the trouble you're experiencing with your new WH-CH720N headphones. It's certainly not the experience we want you to have, especially after your previous pair stopped connecting. We appreciate you bringing this to our attention, and we want to help you resolve this as quickly as possible.

To troubleshoot noise canceling on your headphones, first check the "NC/AMB" button to ensure it's set to noise canceling mode. You should hear a confirmation or see an indicator light change when it's active.
Make sure the earcups fit properly for optimal performance, as a good seal is essential. Adjust the headphones if needed.
Also, we highly recommend downloading the Sony | Sound Connect app on your smartphone. This app allows you to customize and control various settings on your WH-CH720N headphones, including the noise canceling and ambient sound modes.

Additionally, we would like to share a link that provides an explanation of how noise-canceling technology works. We hope you find it helpful! https://www.sony.com/electronics/support/articles/00203389?utm_source=glean

If further assistance is needed, please contact 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 IsiahL,

Thank you for the review and we're glad to hear that you like the headphones. If there's something that we can help you with, please email us at socialsupport@am.sony.com with the following details:

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

Thank you for choosing Sony!
-David

Hi SabienAce,
Thank you for your time writing this review. We're sorry to hear that we were not able to meet your expectations with the sound quality, fit, and noise canceling features of your WHCH720N headphones. This is definitely not the news nor experience we want you to have with our product. Allow us to help turn this to a better experience.

Please make sure to wear the headphones properly. For stable fit, adjust the headband and the earpads properly. This should give you a firmer hold, better sound, and noise canceling experience.

Please refer to this link with steps to resolve issues with the headphones:

If low sound quality, or noise or unusual sound can be heard on the headphones:
https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000776831.html

If the effect of noise canceling is not sufficient:
https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000777055.html

May we contact you to help? 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. - Kris

Hi JDS1, thank you for sharing your thoughts on the Sony - WHCH720N. We're sorry to hear you were disappointed with the feel and comfort of the headphones. Your feedback about the materials and fit is important, and we've shared it with our product team for future consideration. We truly appreciate you taking the time to let us know and thank you for considering Sony products! Regards, -Dominick

Thank you for your feedback, WILLIAMS. We're sorry to hear that you are disappointed about not being able to have sound on both your television and your WH-CH720N headphones at the same time.

This is not the experience we aim to deliver. The ability to use both the TV speakers and a Bluetooth device for audio simultaneously is a feature that is dependent on the television's specific capabilities. Many TVs are designed to only transmit audio to a single output at a time. We recommend checking your television's audio settings to see if there is an option to enable multiple audio outputs.

If you are unable to find the setting, we suggest consulting your television's user manual or contacting the manufacturer's support team for more information.

We appreciate you choosing Sony and for sharing your valuable feedback with us.

Best regards,
Gus
Sony Social Media Team

HI Mileabv,

You're absolutely right! While the Sony WH-CH720N offers good noise cancellation for its price point, if you're looking to step up significantly in that area, our premium WH-1000XM5 (or the even newer WH-1000XM6) headphones would be the next recommendation.

They feature our industry-leading noise-canceling technology, designed to block out a much wider range of distractions for a truly immersive listening experience.
Thanks for considering Sony.
-Eliab

Hi there, Thanks for sharing your experience with us and we're sorry to hear that you are having trouble with your setup. Allow us to help you with your concern. Can you describe your sound system setup? We'd like to know to which device you're trying connect the headphones to.

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

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 momz,
Thank you for your time writing this review. While we are glad you like the noise canceling features, great sound and controls of the WHCH720N, we're sorry to hear that the headphones stop working after a week of use. All Sony products are manufactured to the highest level of quality control for the specific features for any model before distribution for sale. Please contact your retailer(BestBuy), if you suspect any damage or defects with your unit for exchange.

We'd also like to make sure you are taken care of. May we contact you to help and get more information? If so, please contact us by sending an email to socialsupport@am.sony.com with the following:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We are sorry for the inconvenience and thanks again for shopping Sony. - Kris

Hi PaulS,

We are sorry to hear that the noise canceling feature of your Sony headphones didn't work. This is definitely not the customer experience we want you to have. Please make sure you are turning the noise canceling correctly by pressing the NC/AMB (noise canceling/Ambient Sound Mode) button. Check out this link for more details: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000776935.html. Take note that 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. If you use the headset at a place where it is restricted to use Bluetooth devices such as on an airplane, you can use the headset as noise canceling headphones while the headset is connected to a device via the supplied headphone cable and the headset is turned on: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000777054.html.

We take all user input seriously and will make sure your comments reach the appropriate person. Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Vincent

Hi ToughTime,

We are sorry to hear that you are having a sound quality and Bluetooth connection issue with your headphones. This is definitely not the customer experience we want you to have. To isolate and hopefully resolve the sound quality issue, we can follow the suggetions here: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000776831.html. For pairing and connection issue, we can consider the steps from this link: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000776917.html.

We take all user input seriously and will make sure your comments reach the appropriate person. If you are still having the same issues, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Vincent

Hi Focus,

Thank you for considering Sony products.

We apologize for the difficulties you're experiencing while attempting to connect your WH-CH720N headphones to your PC using Wi-Fi. Please note that the WH-CH720N headphones do not support Wi-Fi connectivity; they can only connect through Bluetooth or a 3.5 mm audio cable.

For comprehensive guidance on setting up a Bluetooth connection with your PC, please follow this link: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000940509.html

Additionally, you can find step-by-step guidance on using the supplied headphone cable at the following link: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000777054.html

If you're having trouble connecting to your PC after following the steps, please contact Sony Support for personalized assistance by visiting the following link:https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones.

Best regards,
-Fred

Hi Watson,
Thank you for time writing this review. We're sorry to hear we were not able to meet your expectations with the WHCH720N headphones. Allow us to help make this a better experience. If you feel discomforts while wearing the unit, put on the headset with the earpads fitting snugly over your ears, adjust the slider to a length where the headband touches the top of your head and adjust the orientation of the left and right units so that the earpads fit snugly all around your ears. 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 reference: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000781372.html

If you haven't yet, please download the Sony Headphone| Connect app where you can set or customize the Equalizer/CLEAR BASS setting. For more details: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000776844.html

May we contact you to help? 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. We appreciate you and thanks again for shopping Sony. - Kris

Hi tgnyc,
Thank you for your time writing this review. While we are glad you like the sound quality of the WHCH720N headphones, we're sorry to hear if the build quality did not live up to your expectations and if you feel that it is not great while working at home. We'd like to help turn this experience around.

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. We appreciate you and thanks again for shopping Sony. - Kris

Thanks for sharing your experience, ChristineI—We're sorry to hear about your difficulty connecting the WH-CH720 headphones to your computer. While it can be frustrating, there are a few steps that may help resolve this issue:

1. Verify Bluetooth Compatibility

Ensure your computer has Bluetooth capability and supports music playback connections (A2DP). Some computers require their Bluetooth adapters to be enabled separately.

2. Proper Pairing Procedure

First-time Pairing: Put the headphones in pairing mode by turning them on. If they're connecting to a new device (not the last one they were paired with), press and hold the Bluetooth button for about 5 seconds. The indicator will flash, and you'll hear a voice prompt indicating "Pairing."

On Your Computer: Go to Bluetooth settings, select 'Add Bluetooth or other device', and choose 'Bluetooth'. Look for 'WH-CH720' or 'WH-CH720N' on the list. If prompted, enter the passkey "0000" (four zeros).

3. If Connection Fails

Manual Connection: Sometimes Bluetooth headphones connect automatically to the last used device. If that device is nearby, turn off its Bluetooth or disconnect it manually before pairing with your computer.

Remove Pairing Info: If you can't connect, delete the WH-CH720 from your computer's list of Bluetooth devices, restart both your computer and headphones, then try pairing again.

4. Reset or Initialize

If you've paired the headphones with several devices and still can't connect, reset or initialize the headphones to factory settings (check your user guide for the process). Be aware this will erase previous pairings.

5. Additional Troubleshooting

Make sure the headphones are fully charged and within 1 meter (3 feet) of the computer.
Try connecting with another device to rule out issues with the computer's Bluetooth hardware.

For video or voice calls, ensure the correct audio profile (HFP/HSP) is set in your calling app or OS settings—otherwise, sound may not work properly.

6. Software Updates
Always keep your headphones' firmware and your computer's Bluetooth drivers updated, as new updates can resolve connection problems.

If you've tried these steps and still encounter trouble, please, contact us:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
We're here to help and want your Sony product to work as intended.

The WH-CH720 is designed to work with a wide range of computers that support Bluetooth audio, so with the right setup, you're likely to get it working!

Best regards, Gus Sony Social Media Team

Hi Joerey,

We regret to hear that you had an issue with our WHCH720N headphones and you had to return them. Static and other Bluetooth connection issue may experience if the user is near a wireless LAN, where a microwave oven is used, electromagnetic waves are generated, etc., and can easily be isolated and resolved. We take all user input seriously and will make sure your comments reach the appropriate person. We hope you will consider Sony again in your future purchase.

Sincerely,
Vincent

Hi SaraC,

We're sorry to hear about your experience with the WHCH720N headphones. Yor feedback is highly appreciated as it helps us improve our products.

To address the noise cancelling issue, check this out: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000777055.html?search=noise
https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000776935.html

Thanks for considering Sony products.
-Eliab

Hi Stephanie,
Thank you for your time writing this review. We're sorry to hear if we were not able to meet your expectations with the build quality of the WHCH720N. We can assure you that these headphones are worth the investment. They are made with the highest quality materials and construction, and they can produce the best possible sound quality.

In case you need help with the headphones, feel free to contact us and we'll be gladly to assist you. You may reach out to us by sending an email to socialsupport@am.sony.com with the following:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We appreciate your feedback and thanks again for purchasing Sony. - Kris

Hi Metakite,

Thanks for reaching out to us with your concerns. It's unfortunate that you're having Bluetooth pairing issues with the headphones. Make sure to update the software version of the headphones (via the Sony Headphones Connect app) for optimum performance. If you haven't yet, please follow the steps from this link to troubleshoot the issue.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-ch720n/articles/00204612

If you're still unable to make a Bluetooth connection, resetting and initializing the headphones may also help resolve the issue. For instructions on how to reset the unit, visit the link below.
https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000783324.html

Please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.

If the issue persists and you need our assistance, you may send us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi BrotherMinister,

We're very sorry to hear about your experience with the WHCH720N headphones. We take your feedback very seriously as it helps us improve our products. We'll pass your feedback along to the proper team. In the meantime, you might want to take a look at one of our higher models like the WH-1000XM5 or the recently released, WH-1000XM6 headphones.
Thanks for choosing Sony.
-Aldair