Customer reviews from sony.com
Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Silver
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 - Silver
Posted by: Jeffki123
Gender:Male
Verified Purchase:Yes
My wife has the older model. When she wears it, she cannot hear anything, including voices in the room. With this newer model it allows voices through. Blocking external voices is why I bought these. Huge disappointment from Sony.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, November 15, 2022
Hi Jeffki123,
We regret to hear you are having noise canceling issues with your headphones. We’d love to help you troubleshoot your problem. If the effect of noise canceling is not sufficient, make sure the noise canceling function is turned on. Press the NC/AMB button repeatedly to turn ON the noise canceling function.
When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions.
To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
You may refer to this link for troubleshooting steps to isolate and fix this issue: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00267839
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
I hope this helps but if you need further assistance or more technical information, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Jess
We regret to hear you are having noise canceling issues with your headphones. We’d love to help you troubleshoot your problem. If the effect of noise canceling is not sufficient, make sure the noise canceling function is turned on. Press the NC/AMB button repeatedly to turn ON the noise canceling function.
When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions.
To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
You may refer to this link for troubleshooting steps to isolate and fix this issue: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00267839
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
I hope this helps but if you need further assistance or more technical information, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Jess
Written by a customer while visiting sony.com
Posted by: Mrmoemoe
Gender:Male
Verified Purchase:Yes
After having the XM's4 I had to upgrade too the xm5 and believe me they are worth the upgrade...
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, November 22, 2022
Hi Mrmoemoe, Thank you for upgrading to your new Sony XM5! We're happy to hear this feedback. 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! -Sam
Written by a customer while visiting sony.com
Posted by: Rahma18
Gender:Female
Verified Purchase:Yes
I just bought it, at first it said that some features won't work with iPhone, but after I tried it, everything works well. The only feature that I still considered installing later, it's Alexa. Since this device only works with Alexa for the voice command. I hope the product will be able to update so that the user can use Google and Siri.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support , December 5, 2022
Hi Rahma18,
Thank you for the 5-star rating! We're glad to hear you like the smart features of the headphones. The WH-1000XM5 is compatible with Google assistant and Siri for voice assist function. Check these links for more details.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534714.html
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534708.html
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. Thank you for choosing Sony!
Regards.
David
Thank you for the 5-star rating! We're glad to hear you like the smart features of the headphones. The WH-1000XM5 is compatible with Google assistant and Siri for voice assist function. Check these links for more details.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534714.html
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534708.html
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. Thank you for choosing Sony!
Regards.
David
Written by a customer while visiting sony.com
Posted by: Taylor13t
Gender:Male
Verified Purchase:Yes
Have it wireless to my phone to my TV so I can listen even to my game system on the headphones everything sounds so great can’t hear anything going on around me on the outside .I love them.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, December 7, 2022
Hello Taylor13t, We are glad to hear that you love your new Sony wireless noise canceling headphones. With our WH-1000XM5 headphones, you can enjoy magnificent sound quality which is engineered to perfection and have a battery life that can last up to 30 hours with quick charging (3 min charge for 3 hours of playback). With 8 total microphones, these headphones are our biggest step forward in noise canceling technology. For everyday convenience, just Speak-to-Chat and Quick Attention mode stop your music and let in ambient sound. Thank you for choosing Sony! Vincent
Written by a customer while visiting sony.com
Posted by: mcheng916
Verified Purchase:Yes
Bought it for a couple months and have been really impressed about it so far.
Really love the sound,
The noise cancelling is good even on a flight
The mic is good for con-call too
Really love the sound,
The noise cancelling is good even on a flight
The mic is good for con-call too
The only downside is that the container is big and harder for carrying around.
And my ears get hot after a couple hours of wearing.
And my ears get hot after a couple hours of wearing.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support , December 5, 2022
Hi mcheng916,
Awesome! We're glad you love the industry leading noise canceling of the headphones. 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. Thank you for choosing Sony!
Regards.
David
Awesome! We're glad you love the industry leading noise canceling of the headphones. 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. Thank you for choosing Sony!
Regards.
David
Written by a customer while visiting sony.com
Posted by: AllRightNow
Gender:Male
Verified Purchase:Yes
These are really nice headphones. The sound quality is excellent and the noise cancellation is very good.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 22, 2023
Hi AllRightNow, You've made an excellent choice! Glad you like the excellent sound quality and noise cancellation of your new Sony WH1000XM5.
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! -Sam
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! -Sam
Written by a customer while visiting sony.com
Posted by: Rocco P
Verified Purchase:Yes
These headphones are outstanding for sound, noise cancelling, and battery life. Unlike all previous headphones I have owned, these cannot be used while charging. This can be a little annoying if the battery dies when I have 10 minutes left in a movie. Fortunately, they charge very quickly. It is disappointing that the app only works on a cell phone. I use these primarily with my computers and TV, so I cannot take advantage of all the features that might be available through a phone. The build quality is rather flimsy. The padding on the headband started peeling off at 2 months, and the right unit snapped off at 3 months (today), making them useless. As one of the most expensive headsets in this category, I expected something a little more sturdy. I will contact Sony about this tomorrow to see if they stand behind their products, and then I will revise my review as needed.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 25, 2023
Hi Rocco P,
While we are thrilled to know your satisfaction with the amazing sound quality, superb noise canceling feature, and long-lasting battery life of our WH-1000XM5, we are really sorry if you are having an issue with the right side of the headphones. This is definitely not the news that we would like to hear. We truly appreciate your feedback with its operation when charging, compatibility of the Sony | Headphones Connect app, and build quality. Please allow us to help you and turn this into a better experience. 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 (If any):
Full Name:
Sony.com Username:
Telephone Number:
Issue:
Model Number:
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 thrilled to know your satisfaction with the amazing sound quality, superb noise canceling feature, and long-lasting battery life of our WH-1000XM5, we are really sorry if you are having an issue with the right side of the headphones. This is definitely not the news that we would like to hear. We truly appreciate your feedback with its operation when charging, compatibility of the Sony | Headphones Connect app, and build quality. Please allow us to help you and turn this into a better experience. 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 (If any):
Full Name:
Sony.com Username:
Telephone Number:
Issue:
Model Number:
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
Posted by: Irish99
Gender:Male
Verified Purchase:Yes
This is a great set of headphones, typical for Sony, in terms of construction and output sound quality. But the integral microphone does not live up to the description. Even when used in a quiet room, it does work as well as even an inexpensive boom microphone.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, February 1, 2023
Hi Irish99, We're very happy to hear you like the great sound and built quality of your new Sony WH-1000XM5! For phone call quality issues, please follow the troubleshooting steps on the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534697.html
If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
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! -Sam
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534697.html
If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
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! -Sam
Written by a customer while visiting sony.com