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
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
Posted by: bruce101
Gender:Male
Verified Purchase:Yes
I bought these 6 months ago and absolutely loved them. That is until I had an issue and cannot get any assistance. One side is not working and there is not non-bot assistance anywhere.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, Fred, May 8, 2025
Hello bruce101,
Thank you for considering Sony products. Your experience matters to us, and we’re committed to resolving the issue you are experiencing with one side of your WH-1000XM5 headphones. We understand the inconvenience this may have caused and appreciate your patience as we work to assist you.
To assist you further, we recommend trying the following steps:
Firmware Update to Version 2.4.1: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246
Instructions for Resetting the Headset: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html
How to Initialize the Headset to Restore Factory Settings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
If you encounter any recurring issues after completing the steps provided, please be aware that your unit is protected by a 1-year limited manufacturer's warranty. To help us assist you more effectively, we kindly request that you reach out to us at socialsupport@am.sony.com and include the following information:
- Name:
- Sony Username:
- Model Number:
- Description of the Issue:
- Telephone Number:
We greatly appreciate your patience and understanding as we work to resolve this matter.
For further reference, here is the link to our support team. You can contact them via chat or phone: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Best regards,
-Fred
Thank you for considering Sony products. Your experience matters to us, and we’re committed to resolving the issue you are experiencing with one side of your WH-1000XM5 headphones. We understand the inconvenience this may have caused and appreciate your patience as we work to assist you.
To assist you further, we recommend trying the following steps:
Firmware Update to Version 2.4.1: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246
Instructions for Resetting the Headset: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html
How to Initialize the Headset to Restore Factory Settings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
If you encounter any recurring issues after completing the steps provided, please be aware that your unit is protected by a 1-year limited manufacturer's warranty. To help us assist you more effectively, we kindly request that you reach out to us at socialsupport@am.sony.com and include the following information:
- Name:
- Sony Username:
- Model Number:
- Description of the Issue:
- Telephone Number:
We greatly appreciate your patience and understanding as we work to resolve this matter.
For further reference, here is the link to our support team. You can contact them via chat or phone: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Best regards,
-Fred
Written by a customer while visiting sony.com
Customer Rating
5
Great battery, sound quality, & comfort!!
on July 9, 2025
Posted by: nora13
Gender:Female
The best thing about these is the battery life! I use them all the time and only have to charge once a week max. They also charge to full in genuinely 15 minutes which is insane. I bought these almost a year ago now and I am so happy with them. Good quality, durable, good case, very comfortable to wear. They sometimes hurt the top of my head a bit, but only after wearing them for hours on end. Overall, I am very pleased and impressed!
I would recommend this to a friend!
Response from sony.comBy Estefany, Sony North America Customer Support, July 10, 2025
Hi nora13, thank you for sharing your wonderful experience with the WH-1000XM5! It brings us great joy to hear that you are satisfied with their impressive battery life and quick charging capabilities. These headphones are designed for superior sound quality and comfort, making them a perfect companion for long listening sessions.
If you're experiencing some discomfort on the top of your head after extended use, we recommend trying a cushioned headband cover or adjusting the fit to help alleviate that pressure.
Thanks for choosing Sony!
Best regards,
Estefany
If you're experiencing some discomfort on the top of your head after extended use, we recommend trying a cushioned headband cover or adjusting the fit to help alleviate that pressure.
Thanks for choosing Sony!
Best regards,
Estefany
Written by a customer while visiting sony.com
Posted by: TMedina
Gender:Male
Verified Purchase:Yes
The headphones worked flawlessly for about 22 months. I was very happy with the sound quality, the battery life and the comfort. I'd use these at my desk daily for work and the microphone was great for conference calls. Then after less than 2 years the headset just snapped. They weren't dropped or thrown or anything more than just placed back on the table and snapped. I was shocked that this expensive of headphones would fall apart in that short of a time period. My older XM3 and XM4 models lasted much longer than these.
No, I would not recommend this to a friend.
Response from sony.comBy Gus, Sony North America Customer Support, November 17, 2025
Thank you for sharing your detailed feedback, TMedina.
We are genuinely sorry to hear about the unfortunate failure of your WH-1000XM5 headphones after 22 months, and we sincerely apologize for the frustration this structural issue has caused. It is completely understandable that you are shocked and disappointed when such an expensive product fails during normal use, especially when your older XM3 and XM4 models have demonstrated greater longevity.
We are pleased to hear that, up until this point, you were very happy with the sound quality, battery life, comfort, and the great microphone performance for your daily work and conference calls.
However, we take quality concerns like this extremely seriously. We are committed to providing durable, premium products, and a headset snapping under normal use is certainly not the standard we set for the WH-1000XM5 series.
We want to help you resolve this. Please contact our product support team directly at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones. Our specialists can review your product's specific situation and explore possible service or repair options available to you.
We regret that the product's durability has not met your expectations, and we appreciate you bringing this important feedback to our attention.
Thank you for choosing Sony.
Best regards,
Gus, Sony North America Customer Support
We are genuinely sorry to hear about the unfortunate failure of your WH-1000XM5 headphones after 22 months, and we sincerely apologize for the frustration this structural issue has caused. It is completely understandable that you are shocked and disappointed when such an expensive product fails during normal use, especially when your older XM3 and XM4 models have demonstrated greater longevity.
We are pleased to hear that, up until this point, you were very happy with the sound quality, battery life, comfort, and the great microphone performance for your daily work and conference calls.
However, we take quality concerns like this extremely seriously. We are committed to providing durable, premium products, and a headset snapping under normal use is certainly not the standard we set for the WH-1000XM5 series.
We want to help you resolve this. Please contact our product support team directly at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones. Our specialists can review your product's specific situation and explore possible service or repair options available to you.
We regret that the product's durability has not met your expectations, and we appreciate you bringing this important feedback to our attention.
Thank you for choosing Sony.
Best regards,
Gus, Sony North America Customer Support
Written by a customer while visiting sony.com
Posted by: Halfaziatic
Gender:Male
Verified Purchase:Yes
Overall Sound quality is amazing, but flaw with hinge design. Having to send in my headphones for repair after normal use.
I would recommend this to a friend!
Response from sony.comBy Sony North America Support, January 21, 2026
Hi Halfaziatic,
We are sorry to hear about the issue with your hinge. While we use high-quality materials for the WH-1000XM5, we understand your frustration and are glad you're receiving assistance to restore your headphones soon.
Thanks for choosing Sony.
Best regards,
Eliab
We are sorry to hear about the issue with your hinge. While we use high-quality materials for the WH-1000XM5, we understand your frustration and are glad you're receiving assistance to restore your headphones soon.
Thanks for choosing Sony.
Best regards,
Eliab
Written by a customer while visiting sony.com
Customer Rating
1
Will break just over the warranty
on March 17, 2026
Posted by: LaurenF
Gender:Female
Do not buy. Way to expensive for such a short lifespan. The plastic casing of the swivel hinge broke 1 year and 2 months in and Sony would not honor the warranty. Once it breaks the headphone will not properly secure to your ear making them ultimately useless. i never worked out in them walked in them. i use them at my desk to listen to music while i work. Don't waste your money.
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, March 18, 2026
Hello LaurenF,
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you’ve experienced with your WH1000XM5 headphones. We completely empathize with your frustration regarding the breakage of the plastic casing on the swivel hinge after just over a year of use. While the warranty typically covers manufacturing defects and not damage from wear over time, we want to support you as much as possible.
To assist you further, we recommend contacting our authorized repair partner, Encompass, who can provide repair options that might be more affordable. You can find more information and service options here: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
Please don’t hesitate to reach out if you need further assistance.
Best regards,
-Fred
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you’ve experienced with your WH1000XM5 headphones. We completely empathize with your frustration regarding the breakage of the plastic casing on the swivel hinge after just over a year of use. While the warranty typically covers manufacturing defects and not damage from wear over time, we want to support you as much as possible.
To assist you further, we recommend contacting our authorized repair partner, Encompass, who can provide repair options that might be more affordable. You can find more information and service options here: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
Please don’t hesitate to reach out if you need further assistance.
Best regards,
-Fred
Written by a customer while visiting sony.com
Customer Rating
5
Amazing!
on October 13, 2022
Posted by: Kloud6
Gender:Female
[This review was collected as part of a promotion.] These headphones have exceeded my expectations! These are light and comfortable. Easy to set up by Bluetooth or plugging in. They charge quickly and work so well that my husband had trouble using them to talk to clients because it was weird hearing himself. I did accidentally hit the subtle buttons a few times and the matte finish show fingerprints easier then I'd like but over these are amazing! My mom's begging to use them on her overseas trip.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 13, 2022
Hi Kloud6, Amazing! We're glad that you like the light and comfortable design, ease of pairing, and noise canceling function. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin
Written by a customer while visiting sony.com
Customer Rating
1
Great sound and battery, until it broke
on January 28, 2023
Posted by: Rocco P
Headphones are extremely flimsy and one side snapped off in just 3 months.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 30, 2023
Hi Rocco P,
While we are glad to hear your satisfaction with the exceptional sound quality and long-lasting battery life of our WH-1000XM5, we are really sorry if you are having an issue with the one side of the headphones. This is definitely not the experience we wanted you to have. Based on your previous review, it seems like you already contacted our product support team. May we contact you to help and get more information? If so, please send us an email at 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.
Case Number:
Full Name:
Sony.com Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the headphones:
We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.
Thank you for letting us help assist you.
Sincerely,
Romeo
Sony Social Support
While we are glad to hear your satisfaction with the exceptional sound quality and long-lasting battery life of our WH-1000XM5, we are really sorry if you are having an issue with the one side of the headphones. This is definitely not the experience we wanted you to have. Based on your previous review, it seems like you already contacted our product support team. May we contact you to help and get more information? If so, please send us an email at 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.
Case Number:
Full Name:
Sony.com Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the headphones:
We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.
Thank you for letting us help assist you.
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com