Customer reviews from sony.com
Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Average customer rating
4.2
(345 Reviews)
Rating breakdown 345 reviews
5 Stars
230
4 Stars
39
3 Stars
21
2 Stars
13
1 Star
42
80%of customers recommend this product.
(
261 out of
325)
Customer Reviews for Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Customer Rating
3
Amazing headphones but construction needs improvem
on February 18, 2024
Posted by: Anonymous
Gender:Male
Verified Purchase:Yes
I bought these and by far the most amazing headphones I've ever had but the construction is bad they broke after just 2 months of owning it
Response from sony.comBy Sony North America Customer Support, February 20, 2024
Hi there, While we glad to hear that you are happy with the WH1000XM5, we are sorry to hear that you are experiencing issues with the headphones.
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:
Username:
Telephone Number:
Model Number:
Issue:
Regards,
Carl
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:
Username:
Telephone Number:
Model Number:
Issue:
Regards,
Carl
Written by a customer while visiting sony.com
Posted by: GUANG
Gender:Male
Verified Purchase:Yes
I tired to pair with two devices, Macbook and iPone. Noise cancellation is not as good as Bose QC ultra, Sound quality is not as good as B&O H9. Cannot wear it more than 1 hour. volume level will change itself, even with pre-set via APP. touch feature is not good, up and down direction has to be specific. and the app is funny and complicated to use. Feature is not as good as described. NOT recommend to buy.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 30, 2024
Hi GUANG, we're sorry to hear that you have issues with your Sony unit. If the effect of noise canceling is not sufficient, make sure the noise canceling function is turned on. Because the noise canceling performance is automatically optimized by the Auto NC Optimizer function according to changes in the wearing condition and usage environment, you may notice fluctuations in the noise canceling effect. Please follow this link for more details:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html?search=noise%20canceling
For low sound quality and comfortably wearing the headphones, you can find these links helpful:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html?search=sound%20quality
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=comfortably
For the volume changing by itself and for any other issues, please initialize the headphones by following this link:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
~Earl
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html?search=noise%20canceling
For low sound quality and comfortably wearing the headphones, you can find these links helpful:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html?search=sound%20quality
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=comfortably
For the volume changing by itself and for any other issues, please initialize the headphones by following this link:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
~Earl
Written by a customer while visiting sony.com
Posted by: Anonymous
Verified Purchase:Yes
NOT ONLY DID I HAVE TO SEND THIS PRODUCT IN FOR REPLACEMENT TWICE THE OVER HEAD BAND HAS STOPPED WORKING AND SONY REFUSES TO COVER THE REPAIR
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, June 1, 2024
Hi FUCKU, We apologize for the inconvenience that you experienced with the Sony WH1000XM5. Your satisfaction is our priority, and we’re committed to resolving this matter promptly. We encourage you to reach out to our Sony customer support team directly at https://us.esupport.sony.com/support/s/service?language=en_US so we can investigate this issue further and find a suitable resolution for you. Or email us at socialsupport@am.sony.com with the following details:
Case ID (if any):
Name:
Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Sam
Case ID (if any):
Name:
Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Sam
Written by a customer while visiting sony.com
Posted by: Xm5fan
Gender:Male
Verified Purchase:Yes
Best I've ever had. I would definitely recommend to everyone
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, June 3, 2024
Hi Xm5fan, Awesome! We are so happy to hear that you are enjoying your new WH-1000XM5! Thank you for your recommendation and for choosing Sony! -Carl
Written by a customer while visiting sony.com
Customer Rating
3
Everything is great about them except the design
on December 7, 2024
Posted by: Ada2
I had them for 2 years, but then one day the hinges broke out of nowhere. Happen to my wh-1000xm4 too. The sound is fantastic. If u guys fix the issues with the hinges become to delicate over time, they would be fantastic.They also feel uncomfortable if u have to wear glasses. I will be buying another pair cuz they are still amazing even with this one flaw.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, December 9, 2024
Hi Ada2,
Thank you for your review and for being a loyal customer. We appreciate your positive feedback on the sound quality of the WH-1000XM5 headphones. We are sorry to hear about the issues you experienced with the hinges and the discomfort while wearing glasses. We understand how frustrating it can be to encounter durability issues, especially with a product you enjoy. Your feedback is valuable to us, and we are continuously working to improve the design and durability of our products. For information regarding the headband issue, please refer to the following link:
https://www.sony.com/electronics/support/articles/00346233
Regarding the discomfort while wearing glasses, we acknowledge that comfort can vary based on individual preferences and usage. We will take your feedback into consideration for future improvements.
Should you need more information/technical assistance, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.
Name:
Username:
Model Number:
Issue/Concern:
Telephone Number:
Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for your continued support and for choosing to purchase another pair of our headphones.
Best regards,
Romeo
Sony Social Support
Thank you for your review and for being a loyal customer. We appreciate your positive feedback on the sound quality of the WH-1000XM5 headphones. We are sorry to hear about the issues you experienced with the hinges and the discomfort while wearing glasses. We understand how frustrating it can be to encounter durability issues, especially with a product you enjoy. Your feedback is valuable to us, and we are continuously working to improve the design and durability of our products. For information regarding the headband issue, please refer to the following link:
https://www.sony.com/electronics/support/articles/00346233
Regarding the discomfort while wearing glasses, we acknowledge that comfort can vary based on individual preferences and usage. We will take your feedback into consideration for future improvements.
Should you need more information/technical assistance, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.
Name:
Username:
Model Number:
Issue/Concern:
Telephone Number:
Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for your continued support and for choosing to purchase another pair of our headphones.
Best regards,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Posted by: Generalp2
Gender:Male
Verified Purchase:Yes
The supporting app is very clunky. Sometimes it just won’t connect even restarting the app and/or the headset. Found the app very frustrating. Wouldn’t buy this product again.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 26, 2024
Hi Generalp2,
This is not the experience that we want you to have. Sony's commitment to customer satisfaction is our top priority. For optimum performance, make sure that the software version of the app is up-to-date. Reinstalling the app may also help resolve the issue. You may also want to restart your mobile device where the app is installed. If still not resolved, initialize the headset:
1. Turn off the headset. Remove the USB Type-C cable.
2. Press and hold the (power) button and the NC/AMB button for about 7 seconds. When the initializing is complete, the indicator (blue) flashes 4 times
This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the connected device and then pair them again.
Hope this helps. If the issue is not resolved or you need further assistance, please email the below information to socialsupport@am.sony.com.
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
This is not the experience that we want you to have. Sony's commitment to customer satisfaction is our top priority. For optimum performance, make sure that the software version of the app is up-to-date. Reinstalling the app may also help resolve the issue. You may also want to restart your mobile device where the app is installed. If still not resolved, initialize the headset:
1. Turn off the headset. Remove the USB Type-C cable.
2. Press and hold the (power) button and the NC/AMB button for about 7 seconds. When the initializing is complete, the indicator (blue) flashes 4 times
This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the connected device and then pair them again.
Hope this helps. If the issue is not resolved or you need further assistance, please email the below information to socialsupport@am.sony.com.
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
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
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