Customer Ratings & Reviews

Hi Familyfirst9988,
Thank you for your feedback. We're truly sorry to learn that you're having sound issues with our WH-CH720N headphones.
We're here to help and would be happy to provide some troubleshooting steps to get this resolved:

1. If using Bluetooth: Disconnect and reconnect. Try pairing with a different device to rule out device-related issues.
If using a wired connection: Confirm the cable is securely plugged in. Rotate the plug slightly and see if the sound returns.

2. Factory reset the headphones. Find detailed instructions for this procedure here: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000783325.html

If the issue continues after following these steps, we suggest contacting our 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

Hello Naomy,

We truly apologize for any inconvenience you've experienced with your Sony WHCH720N. This situation does not reflect the high standard of service we strive to provide to our valued customers. Please note that your unit is covered by a 1-year limited manufacturer's warranty.

To assist you further, we kindly ask you to contact us at socialsupport@am.sony.com and include the following details:

- Name:
- BestBuy Username:
- Model Number:
- Description of the Issue:
- Telephone Number:

We greatly appreciate your patience and understanding as we work to resolve this matter.

Thank you for choosing Sony.

Best regards,
-Fred

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 RS87,

We regret to hear that you are not satisfied with the headphones. Your feedback is extremely important to us and is very much appreciated. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app).

For pairing issues, please refer to these troubleshooting steps:

-Bring the headset and the Bluetooth device within 1 m (3.2 ft) from each other.
-When pairing a device for the first time after purchase or after initializing or repairing the headset, turn on the headset and the headset automatically enters pairing mode.
When you pair a second or subsequent device (the headset already has pairing information for other devices), press and hold the (power) button for about 5 seconds or more to enter pairing mode manually.
-Restart the connected device such as a smartphone or a computer you use, and pair the headset and the device again.

You may also find these links helpful:
https://www.sony.com/electronics/support/articles/00196750
https://www.sony.com/electronics/support/articles/00029577

Usage hours may vary depending on the settings for the headset functions and usage conditions. If you set the following functions, the available operating time of the battery becomes short:
-Sound quality mode during Bluetooth playback: Priority on sound quality
-Noise canceling function/Ambient Sound Mode
-Equalizer
-DSEE
-Function to launch the voice assistant by your voice

If you run the above settings at the same time, the available operating time of the battery becomes even shorter.

For more information, please refer to this link:

https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000776820.html

Hope this helps. If still not resolved or you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Ralph

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 Anonymity123,
Thank you for your time writing this review. We're sorry to hear that we were not able to meet your expectations and the WHCH720N headphones were returned. We have troubleshooting steps that you may perform and resolved the issues with the unit. We regret that we didn't get the chance to help out and turn your experience around. We hope that you will still consider Sony again in your future purchases. Thanks again for shopping Sony. - Kris

Hi Shuaib,

Thank you for the review and we're sorry to hear if you're not satisfied with the noise canceling of the headphones. You may find this article helpful on how to isolate and resolve your issue.

https://www.sony.com/electronics/support/articles/00267839

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 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

Hi Tron,

Thank you for the review and we're sorry to hear what happened with the Bluetooth of the headphones. To isolate the issue, please try initializing the headset to restore factory settings. Check this link on how to.

https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000783325.html

If you need further assistance, we're more than happy to help you out. Please email us at socialsupport@am.sony.com with the following details:

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

Regards,
David

Hi AkashV,
Thank you for your time writing this review. We're sorry to hear if you are having trouble using the WHCH720N headphones for work. Allow us to help make this a better experience. Please try some solutions of these links below to troubleshoot if the other person cannot hear you during calls:
https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000777007.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-ch720n/articles/00250089

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

Hi Junk,
Thank you for your feedback and we regret to hear your disappointment. This is usually not the case with our headphones nor the experience we want you to have. Please allow us to help and turn this to a better one.

We'd like to make sure you are taken care of. 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:
Model Number:
Additional Information regarding your experience with the WHCH720N:


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

Regards,
Marco

Hello Sydney, We are thrilled to hear that you love your new Sony wireless noise canceling headphones. Our WH-CH720N headphones allow you to enjoy natural vocals, crystal-clear sound and balanced tuning audio, thanks to the Integrated Processor V1 and Digital Sound Enhancement Engine (DSEE), producing a high-quality sound exactly as the artists intended. The Precise Voice Pickup technology Wind Noise Reduction Structure will give you a clear and natural conversation during calls. We take all user input seriously and will make sure your comments reach the appropriate person. Thank you for choosing Sony! Vincent

Hi vverheyen,

That's great! We're glad to hear that you like the quality, noise canceling and battery performance of the headphones. Our WH-CH720N headphones allow you to enjoy natural vocals, crystal-clear sound and balanced tuning audio, thanks to the Integrated Processor V1 and Digital Sound Enhancement Engine (DSEE), producing a high-quality sound exactly as the artists intended. The Precise Voice Pickup technology Wind Noise Reduction Structure will give you a clear and natural conversation during calls. We take all user input seriously and will make sure your comments reach the appropriate person. Thank you for choosing Sony!

-David

Hi Gabs,
Thank you for your time writing this review! We're glad that your new WHCH720N headphones suits your needs and expectations. Nice to hear you are enjoying the noise canceling features, comfortable fit, and long battery life of the unit. We're sorry if you are experiencing trouble with the headphones. You may find this link helpful if the sound occasionally pauses: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000777012.html

In case the issue persist and need further assistance, feel free to contact 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 Cherry, We are sorry if the noise canceling did not meet your expectations. Sony takes into consideration all feedback to improve the performance and quality of our products. We're always looking to make Sony better.

Please ensure the noise canceling is set to ON. You can select one of the following on the “Sony | Headphones Connect” app to set how you want the functions to change when you press the NC/AMB (noise canceling/Ambient Sound Mode) button.
Noise canceling function: ON Ambient Sound Mode: ON Noise canceling function: OFF/Ambient Sound Mode: OFF
Noise canceling function: ON Ambient Sound Mode: ON
Ambient Sound Mode: ON Noise canceling function: OFF/Ambient Sound Mode: OFF
Noise canceling function: ON Noise canceling function: OFF/Ambient Sound Mode: OFF
Ref: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000776935.html

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 AndreaJ,
Thank you for your time writing this review. We're sorry to hear the issue that you are encountering with your headphones. This is definitely not the experience we want you to have with our product. Allow us to help turn this experience around. Bluetooth communications may be disabled, or noise or audio dropout may occur under the following conditions.
When there is a human body between the headset and the Bluetooth device
When this is the case, turn the Bluetooth device to face the same direction as the antenna of the headset to improve the Bluetooth communications.
When there is an obstacle, such as metal or a wall, between the headset and the Bluetooth device
In places with wireless LAN, where a microwave oven is used, electromagnetic waves are generated, etc.
Where there are other wireless communication audio devices or other people nearby, such as in train station premises or on a crowded train
You may try some solutions on this link if your headphones keeps disconnecting from the connected device: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000777012.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 AlbertF,

Thank you for the review and we do apologize for the inconvenience. Unfortunately, this model doesn't have an IPX rating since it's not waterproof. Please take note that if water or foreign matter enters your WHCH720N headphones, this can result in burnout or malfunction. It's important to be mindful of situations and places where water, moisture or humidity can occur. This caution applies to all types of headphones and earbuds, even if they're waterproof and moisture-proof models.

You may follow the procedure on the Help Guide of this unit if the headphones does not operate properly: https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000777011.html

If it stopped working or does not respond to operations of the buttons and controls, please reach our technical support representative so we can provide the necessary assistance in regards to the issue you are having with the headphones.

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

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

Sincerely,
Jess

HiBrynnK, We're glad that you are enjoying your new headphones. Turn down the world's noise with the long-lasting noise cancellation performance. Featuring Dual Noise Sensor technology and an Integrated Processor V1, the WH-CH720N allows you to fully immerse yourself in music without any distractions. Ergonomically designed to be lightweight, comfortable, and with up to 35 hours of battery life, you’ll almost forget you’re wearing it. Thanks for choosing Sony! Erin