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: Nessim
Gender:Male
Verified Purchase:Yes
5 Stars and well-deserved. Outstanding sound and an excellent app that’s used in conjunction to adjust the bass and treble. Excellent noise cancellation. Definitely the one to get when one is ready to upgrade to an advanced set of headphones.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, April 19, 2025
Hi Nessim, thanks for sharing your wonderful experience with the Sony - WH1000XM5! We're thrilled to hear you're enjoying the extraordinary sound quality, and bass that you can get with the app. With industry-leading noise cancellation technology every beat in your songs comes to life! We hope you continue enjoying the headphones and thanks for choosing Sony. Regards,
Dominick
Dominick
Written by a customer while visiting sony.com
Posted by: Amir929
Verified Purchase:Yes
I purchased the WH-1000XM5 expecting a premium experience, but the headphones constantly play what seems like radio interference — even when turned off and used with a cable. After an hour with your support team, I was told the product is out of warranty and no solution was offered.
This is extremely disappointing for such a high-end device. I’ve never faced this kind of issue — or lack of support — with any other brand. I expected better from Sony.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, April 7, 2025
Hi there,
Thank you for reaching out. We apologize for the issues you’ve encountered with the headphones. We understand how frustrating this can be.
This issue might be caused because the headphones are picking up interference from nearby electronic devices, which can result in hearing radio signals. This can happen if strong radio signals are present near the headphones.
To help resolve the issue, please follow these steps:
Perform a reset and initialization on the headphones.
To reset:
Connect the headset to an AC outlet using the supplied USB Type-C cable and a USB AC adaptor.
Press the power button and the NC/AMB button simultaneously. This will reset the headset without deleting pairing information. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html?utm_source=glean
For a initialization, while the USB Type-C cable is disconnected, press and hold the power button and the NC/AMB button for 7 seconds until the indicator light flashes 4 times. This deletes all settings and pairing information. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
If the problem persists, we suggest you to visit the Sony Support site. Click Product Repair at the bottom of the page for your repair options. Here is the link: https://us.esupport.sony.com/support/s/service?language=en_US&cpint=spt-subfooter_prodrepair
We're really sorry that the product hasn’t performed as expected.
Sincerely,
- Stephanie
Thank you for reaching out. We apologize for the issues you’ve encountered with the headphones. We understand how frustrating this can be.
This issue might be caused because the headphones are picking up interference from nearby electronic devices, which can result in hearing radio signals. This can happen if strong radio signals are present near the headphones.
To help resolve the issue, please follow these steps:
Perform a reset and initialization on the headphones.
To reset:
Connect the headset to an AC outlet using the supplied USB Type-C cable and a USB AC adaptor.
Press the power button and the NC/AMB button simultaneously. This will reset the headset without deleting pairing information. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html?utm_source=glean
For a initialization, while the USB Type-C cable is disconnected, press and hold the power button and the NC/AMB button for 7 seconds until the indicator light flashes 4 times. This deletes all settings and pairing information. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
If the problem persists, we suggest you to visit the Sony Support site. Click Product Repair at the bottom of the page for your repair options. Here is the link: https://us.esupport.sony.com/support/s/service?language=en_US&cpint=spt-subfooter_prodrepair
We're really sorry that the product hasn’t performed as expected.
Sincerely,
- Stephanie
Written by a customer while visiting sony.com
Customer Rating
5
Over all 5 star
on April 6, 2025
Posted by: Jaydn
Gender:Male
So happy I brought these head phone. Allow you to be transparented into the vibe the artist intended to present beautiful sound noise canceling is A1 keeping these for a while
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, April 6, 2025
Hi there!
Thank you so much for your kind words! We're thrilled to hear that you're enjoying your headphones and that they're delivering the immersive sound experience the artist intended.
The noise cancellation system automatically optimizes itself according to the environment and how you use the headphones.
We truly appreciate your support!
Thank you for choosing Sony!
Best regards,
Stephanie
Thank you so much for your kind words! We're thrilled to hear that you're enjoying your headphones and that they're delivering the immersive sound experience the artist intended.
The noise cancellation system automatically optimizes itself according to the environment and how you use the headphones.
We truly appreciate your support!
Thank you for choosing Sony!
Best regards,
Stephanie
Written by a customer while visiting sony.com
Customer Rating
4
Great But.....
on April 2, 2025
Posted by: QuietStormX
Gender:Male
Just got mine just about 1 week now. But issues with them disconnecting while listening to YouTube video and video still playing...I hear nothing when it does that. Then reconnect to watch video...Connected to Tablet...
I would recommend this to a friend!
Response from sony.comBy Sony North America Costumer Support, April 3, 2025
Hello there, we appreciate the score you gave to the WH-1000XM5 design, sound and build quality. Of course we want you to enjoy the best performance with not interrupting sound while using YouTube or any other app, so please let us help you on this matter via email. Send your name, username, model number, issue and telephone number to socialsupport@am.sony.com to better assist you. Thank you for choosing Sony. My best regards. -Jenn
Written by a customer while visiting sony.com
Posted by: Anonymous
Gender:Male
Verified Purchase:Yes
Just over a year after purchase—right past the factory warranty—the swivel connection cracked. I carefully superglued it, but that only extended its life by a month. A repair costs $150 to $200, nearly the same as the current sale price.
I’m extremely disappointed in the build quality and Sony’s refusal to offer assistance, especially considering my original $400 investment. If you want great Bluetooth features and sound, you're better off putting your money into the more durable WH-1000XM4.
As for me, I’ll be looking beyond Sony for my next purchase.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 30, 2025
Hi there,
Thank you for sharing your feedback. We're sorry to hear about your experience with the Headphones. We understand your frustration regarding the build quality, especially after such a short period of time after the warranty has expired. We sincerely apologize for the inconvenience you've encountered.
We truly value your investment in Sony. We also understand your decision to explore other options, but we hope that, in the future, you might consider giving our products another try. Your satisfaction is important to use and we're committed to improving based on experiences like yours.
For further assistance, we recommend reaching out to our product support team via phone call at 239-245-6366 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US Hours of Operation: Monday - Friday 9:00 am - 9:00 pm ET Saturday - Sunday 10:00 am - 8:00 pm ET.
Best regards,
- Stephanie
Thank you for sharing your feedback. We're sorry to hear about your experience with the Headphones. We understand your frustration regarding the build quality, especially after such a short period of time after the warranty has expired. We sincerely apologize for the inconvenience you've encountered.
We truly value your investment in Sony. We also understand your decision to explore other options, but we hope that, in the future, you might consider giving our products another try. Your satisfaction is important to use and we're committed to improving based on experiences like yours.
For further assistance, we recommend reaching out to our product support team via phone call at 239-245-6366 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US Hours of Operation: Monday - Friday 9:00 am - 9:00 pm ET Saturday - Sunday 10:00 am - 8:00 pm ET.
Best regards,
- Stephanie
Written by a customer while visiting sony.com
Posted by: Jerseyjokes
Gender:Male
Verified Purchase:Yes
Countless people are having the exact same failure to the hinge. Barely used them and always kept them in the case. Never mishandled and snapped while putting them on my head.
No, I would not recommend this to a friend.
Written by a customer while visiting sony.com
Customer Rating
1
Please save yourself
on March 19, 2025
Posted by: Hrushi
Gender:Male
This is my last Sony product ever. I have WH1000MX5. These headphones have a ridiculous feature called Speak to chat which stops your music if you utter one word from your mouth. Even a sigh. Worst feature I have ever seen on a product.
That’s not even the worst part. Despite repeatedly going through the app on disabling the feature, it still miraculously starts on its own. I wrote to the product support, I stopped automatic update, but this still never stops bothering me. Buy Bose or Apple and stop yourself from a life of frustration.
That’s not even the worst part. Despite repeatedly going through the app on disabling the feature, it still miraculously starts on its own. I wrote to the product support, I stopped automatic update, but this still never stops bothering me. Buy Bose or Apple and stop yourself from a life of frustration.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 25, 2025
Hi Hrushi,
We regret to hear that you are not satisfied with the WH-1000XM5. Sony's commitment to customer satisfaction is our top priority. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
The Speak-to-Chat function may suddenly activate even though it is disabled in the Sony Sound Connect app.
To help prevent this issue, avoid inadvertently touching the right earcup (a two-finger touch activates Speak-to-Chat) or temporarily turn off the Touch sensor control panel in the app.
-Open the Sony Sound Connect app.
-Tap the System tab.
-Disable Touch sensor control panel.
Hope this helps. In case you need further assistance, please 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
We regret to hear that you are not satisfied with the WH-1000XM5. Sony's commitment to customer satisfaction is our top priority. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
The Speak-to-Chat function may suddenly activate even though it is disabled in the Sony Sound Connect app.
To help prevent this issue, avoid inadvertently touching the right earcup (a two-finger touch activates Speak-to-Chat) or temporarily turn off the Touch sensor control panel in the app.
-Open the Sony Sound Connect app.
-Tap the System tab.
-Disable Touch sensor control panel.
Hope this helps. In case you need further assistance, please 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
Customer Rating
1
Poor quality
on March 17, 2025
Posted by: Gus 3021
Gender:Male
I bought this three months ago and the frame broke just taking them on and off.
Poor craftsmanship. No warranty
Poor craftsmanship. No warranty
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 25, 2025
Hi Gus 3021, We're truly sorry to hear about your headphones. This is definitely not the experience we wanted you to have. As it turns out. physical damage is not covered under warranty. We advise reaching out to an authorized service center to evaluate your device. Regards, -Craig
Written by a customer while visiting sony.com