Customer reviews from sony.com
Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Average customer rating
4.1
(351 Reviews)
Rating breakdown 351 reviews
5 Stars
230
4 Stars
39
3 Stars
21
2 Stars
13
1 Star
48
79%of customers recommend this product.
(
261 out of
331)
Customer Reviews for Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted by: nika23
Gender:Female
Verified Purchase:Yes
I bought this three weeks ago during the first week of my junior year in college, and I am overall very satisfied with it. I use it every day to study in crowded environments like cafes, and it does its job pretty well.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, September 18, 2024
That's awesome, nika23! We're glad you are happy with your headphones. Enjoy and thanks for choosing Sony. -Craig
Written by a customer while visiting sony.com
Posted by: Luoqi
Gender:Female
Verified Purchase:Yes
The sound is great and the adjustable equalizer is cool
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, September 14, 2024
Hi Luoqi, Thank you for sharing your thoughts and experience so far using your new Sony WH-1000XM5. We're glad you love the exceptional sound quality, noise cancellation, and overall features of your headphones. It's good to know that you are utilizing the different customizations and built-in equalizer on the Sony Headphones Connect app. Thank you for leaving us such a wonderful review and for choosing Sony! -Jess
Written by a customer while visiting sony.com
Posted by: Em22
Gender:Female
Verified Purchase:Yes
These worked great for a few months, with the exception of randomly disconnecting from bluetooth on flights every so often. However more recently they've started making a loud buzzing/feedback noise and shutting off. Happened twice today in a span of 20 min.
Customer service is useless and just gave me a phone number for some external servicer.
No, I would not recommend this to a friend.
Response from sony.comBy David, Sony North America Customer Support, September 14, 2024
Hi Em22,
Thank you for the feedback. We're sorry to hear what happened with your headphones. To isolate the issue, please check this article.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00204575
If the situation does not improve, even after following the troubleshooting steps provided in the article, service may be required. For us to better assist you, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
-David
Thank you for the feedback. We're sorry to hear what happened with your headphones. To isolate the issue, please check this article.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00204575
If the situation does not improve, even after following the troubleshooting steps provided in the article, service may be required. For us to better assist you, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
-David
Written by a customer while visiting sony.com
Posted by: VIPERCODER
Gender:Male
Verified Purchase:Yes
I bought it a month ago and I am disappointed with the noise Canceling, its not as advertised
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, September 1, 2024
Hi VIPERCODER, We're sorry to hear that the noise canceling feature of the Sony WH1000XM5 did not live up to your expectations.
For the noise canceling issue, please ensure the headphones are worn properly, as an improper fit can significantly affect the noise canceling performance. You can also try adjusting the settings using the Sony | Headphones Connect app. Make sure the Adaptive Sound Control is turned off and manually set the Noise Canceling function to its maximum level. If the issue persists, you might want to reset or initialize the headphones to see if that resolves the problem. For more details, please refer to this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.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:
Hope this helps and thanks for choosing Sony. -Sam
For the noise canceling issue, please ensure the headphones are worn properly, as an improper fit can significantly affect the noise canceling performance. You can also try adjusting the settings using the Sony | Headphones Connect app. Make sure the Adaptive Sound Control is turned off and manually set the Noise Canceling function to its maximum level. If the issue persists, you might want to reset or initialize the headphones to see if that resolves the problem. For more details, please refer to this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.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:
Hope this helps and thanks for choosing Sony. -Sam
Written by a customer while visiting sony.com
Posted by: Anonymous
Gender:Male
Verified Purchase:Yes
In a year of ownership the following happened: the headband broke at the swivel joint. Sony denied my requested replacement. Then the right ear cup developed a persistent thruming hum in the right ear only that would grow into a squelch if not positioned perfectly. Finally I gave up and put them in the garbage can they should have always been in and purchased the far superior XM4s on Prime day.
Buyer beware.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, August 30, 2024
Hi JamieCottle,
Thank you for reaching out to us with your concern. We're sorry to hear about what happened with your headphones. This is definitely not the experience we'd like to hear from you.
The WH-1000XM5 were tested and build to last. 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 elegant design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear.
Sony commitment to customer satisfaction is our top priority. We'd love to know more details as to what have been discussed when you called.
Maybe there is something that we can do to help you. For us to better assist you, please email us 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.
Full Name:
Case ID (if any):
Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the WH-1000XM5:
We value your feedback and aim to restore your trust in Sony.
Sincerely,
Jess
Thank you for reaching out to us with your concern. We're sorry to hear about what happened with your headphones. This is definitely not the experience we'd like to hear from you.
The WH-1000XM5 were tested and build to last. 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 elegant design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear.
Sony commitment to customer satisfaction is our top priority. We'd love to know more details as to what have been discussed when you called.
Maybe there is something that we can do to help you. For us to better assist you, please email us 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.
Full Name:
Case ID (if any):
Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the WH-1000XM5:
We value your feedback and aim to restore your trust in Sony.
Sincerely,
Jess
Written by a customer while visiting sony.com
Posted by: Sonyhadapony
Gender:Male
Verified Purchase:Yes
Such amazing sound from these headphones seriously good build and very comfortable.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, July 26, 2024
Hi Sonyhadapony, Awesome! We're glad that you are enjoying the sound quality, build and comfortable to use. Thank you for choosing Sony. Erin
Written by a customer while visiting sony.com
Posted by: biotune
Gender:Female
Verified Purchase:Yes
Best noise canceling headphones hands down, but I took one star away for a couple of reasons. First, the headband adjustment doesn’t adjust for my head size. My head is smaller than the smallest size allowed by the headband. This gets bothersome because I want the headphones to fit my head snug, and they tend to fall/slide right off my head if I’m bending down to get something while I have them on. Also, the ear covering part swivels forward and backwards in an odd way. At times, it gets bothersome getting the right direction to put on the headphones because of this. One possible solution to this would be to add something to the ear cover part that would help find the right ear or left ear so a user using the headphones in the dark can easily find the correct ear cover and direction to place the headphones over the head and onto the correct ear, or the correct direction. Otherwise, these headphones are worth their weight in gold. LOVE LOVE LOVE MY WH1000 XM5
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, July 23, 2024
Hi biotune, Thank you so much for your review! We are so glad to hear that you are enjoying your new WH-1000XM5! Thank you so much for your feedback and thank you for choosing Sony! -Carl
Written by a customer while visiting sony.com
Posted by: dmdoull43
Gender:Male
Verified Purchase:Yes
They're as great as everyone says they are: super comfortable, great audio, great calls, easy to use.. but the "auto noise cancelling optimizer" is awful, and the only reason I don't think they're perfect. All of the reviews said "best noise cancelling", but I'm not hearing that so I might return them for something else.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, July 12, 2024
Hi dmdoull43,
Thanks for sharing your review and experience with the WH1000XM5. We're glad that you like the comfort, sound quality, and user-friendly functions of the headphones. Your feedback about the Auto NC Optimizer is greatly appreciated.
You have the ability to fully control the noise canceling and ambient noise feature within the Sony Headphones Connect App. If you want to toggle between noise canceling and letting the ambient noises, simply use the button on the side of the headphones. The Auto NC optimizer simply makes sure your preferred noise canceling setting is working in different environments and how you are wearing the headphones. If you are on a plane, the headphones will compensate for the change in cabinet pressure, so you get the noise canceling performance you expect.
Please make sure to update the firmware of your headphones to improve their performance. Updates include key features, applications, and bug fixes:
https://www.sony.com/electronics/support/software/00278246
Hope this helps. In case 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 review and experience with the WH1000XM5. We're glad that you like the comfort, sound quality, and user-friendly functions of the headphones. Your feedback about the Auto NC Optimizer is greatly appreciated.
You have the ability to fully control the noise canceling and ambient noise feature within the Sony Headphones Connect App. If you want to toggle between noise canceling and letting the ambient noises, simply use the button on the side of the headphones. The Auto NC optimizer simply makes sure your preferred noise canceling setting is working in different environments and how you are wearing the headphones. If you are on a plane, the headphones will compensate for the change in cabinet pressure, so you get the noise canceling performance you expect.
Please make sure to update the firmware of your headphones to improve their performance. Updates include key features, applications, and bug fixes:
https://www.sony.com/electronics/support/software/00278246
Hope this helps. In case 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
Written by a customer while visiting sony.com