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: sonyisdone
Verified Purchase:Yes
I've now been through 4 pairs of Sony noise cancelling headphones, 3 pairs of the XM4 and now this pair of XM5 and they ALWAYS fail in some way. The three pairs of XM4s were because of TWO warranty replacements. Now, my XM5s which I otherwise loved and treat very well, are failing at the headband need the ear cup like many many others are reporting online. Sony is designing these to fail, it's obvious. They sound good but I simply cannot recommend Sony headphones anymore. The will fail in some way within a couple years. What happened to making quality products that last? Corporate greed plain and simple. sad. The last thing I'll say is not being able to turn off the touch feature SUCKS especially when every touch of the ear cup makes a sound prompt.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, October 1, 2024
Hi there,
Thank you for sharing your feedback. We are genuinely sorry to hear about your experience with the WH-1000XM5 and WH-1000XM4 headphones. We understand how frustrating it can be to encounter repeated issues with a product you otherwise enjoy. We take product quality and customer satisfaction very seriously and appreciate your detailed review. We understand your frustration with the durability of the headband and the touch feature. Your comments about the headband issue and the inability to turn off the touch feature have been noted. We are continuously working to improve our products and your feedback is invaluable in this process.
For the headband issue, please message us at socialsupport@am.sony.com so we can further assist you. 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.
Sony Case Number (if any):
Full Name:
Sony.com Username:
Telephone Number:
Issue/Concern:
Model Number:
We apologize for any inconvenience caused and appreciate your patience and understanding. Thank you for bringing these matters to our attention.
Sincerely,
Romeo
Sony Social Support
Thank you for sharing your feedback. We are genuinely sorry to hear about your experience with the WH-1000XM5 and WH-1000XM4 headphones. We understand how frustrating it can be to encounter repeated issues with a product you otherwise enjoy. We take product quality and customer satisfaction very seriously and appreciate your detailed review. We understand your frustration with the durability of the headband and the touch feature. Your comments about the headband issue and the inability to turn off the touch feature have been noted. We are continuously working to improve our products and your feedback is invaluable in this process.
For the headband issue, please message us at socialsupport@am.sony.com so we can further assist you. 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.
Sony Case Number (if any):
Full Name:
Sony.com Username:
Telephone Number:
Issue/Concern:
Model Number:
We apologize for any inconvenience caused and appreciate your patience and understanding. Thank you for bringing these matters to our attention.
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Posted by: gmcken7
Gender:Female
Verified Purchase:Yes
I love these. They're so comfortable, great sound quality, and noise canceling is top notch. I love these new colors and shape, comparable to beats and apple but for much less. Just excellent value. The buttons take some getting used to, but after rereading the instructions I've gotten them figured out. I've worn them on a 4 hour flight and was comfortable the entire time. I like the pass through sound, being able to toggle back and forth is great. They're easy to connect between my work laptop, my phone, and my personal devices. Great sound quality of my voice when on the phone or on zoom calls, no tin sound quality or anything, no echo.
I would recommend this to a friend!
Response from sony.comBy David, Sony North America Customer Support, October 10, 2024
Hi gmcken7,
That's awesome! We're happy to hear that you like the comfortable design, sound quality, smart features, and industry leading noise canceling of the headphones. Your positive feedback is greatly appreciated. Thank you for choosing Sony!
-David
That's awesome! We're happy to hear that you like the comfortable design, sound quality, smart features, and industry leading noise canceling of the headphones. Your positive feedback is greatly appreciated. Thank you for choosing Sony!
-David
Written by a customer while visiting sony.com
Customer Rating
5
Best sounding headset that I tested so far
on October 28, 2024
Posted by: Anonymous
Gender:Male
I have bought this after trying couple of other brands like Sonos ace, Bose qc ultra, AirPods Max. Still with new versions of the other brands didn’t sound better that this. I waited to buy next model xm6. But Finally bought it because they are not releasing this xm6 this year.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 29, 2024
Hi SrinivasMakkena, We're glad that you are enjoying the audio quality of you headphones. We appreciate your feedback and thank you for choosing Sony. Erin
Written by a customer while visiting sony.com
Customer Rating
4
Good Quality, Inept Connectivity
on October 28, 2024
Posted by: Bee P
Gender:Female
I bought these for my fiancé. He says the overall performance is 4.5, but they were unable to connect to his record player which is also Sony. They were specifically bought for this use.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 29, 2024
Hi Bee P,
Thank you for your feedback on the WH-1000XM5 headphones. We're sorry to hear about the connectivity issues your fiancé experienced with the record player. The WH-1000XM5 headphones are designed to offer high-quality sound and performance, but there can be compatibility issues with certain devices. Let's try to isolate and fix the problem by following the steps on this link:
https://www.sony.com/electronics/support/articles/00006995?utm_source=glean
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:
Sony Username:
Model Number (headphones & record player):
Issue/Concern:
Telephone Number:
I hope this helps. Thank you for choosing Sony!
Best regards,
Romeo
Sony Social Support
Thank you for your feedback on the WH-1000XM5 headphones. We're sorry to hear about the connectivity issues your fiancé experienced with the record player. The WH-1000XM5 headphones are designed to offer high-quality sound and performance, but there can be compatibility issues with certain devices. Let's try to isolate and fix the problem by following the steps on this link:
https://www.sony.com/electronics/support/articles/00006995?utm_source=glean
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:
Sony Username:
Model Number (headphones & record player):
Issue/Concern:
Telephone Number:
I hope this helps. Thank you for choosing Sony!
Best regards,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
2
Major disappointment.
on November 11, 2024
Posted by: thecatfix
Loved the XM threes but this is not the upgrade I was expecting. The Sound Connect app has basically ruined the experience.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, November 13, 2024
Hi thecatfix, we're sorry to hear that you have a negative experience with the WH1000XM5 headphones and the Sony | Sound Connect app. The Sony | Sound Connect app, formerly known as Sony | Headphones Connect, is designed to help users quickly connect their Bluetooth headphones to their smartphones and customize audio settings. However, it seems that the app has not met your expectations. Please make sure that both your headphones and the app are updated to the latest versions, as updates can often resolve issues and improve functionality. Please check these links for more details:
https://www.sony.com/electronics/support/software/00269130
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246
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:
You can also reach out to our new Product Enthusiast. They are Sony fans, who can help you troubleshoot your headphones issues. Connect with them by following this link and Chat with an Enthusiasts:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
~Earl
https://www.sony.com/electronics/support/software/00269130
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246
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:
You can also reach out to our new Product Enthusiast. They are Sony fans, who can help you troubleshoot your headphones issues. Connect with them by following this link and Chat with an Enthusiasts:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
~Earl
Written by a customer while visiting sony.com
Posted by: Son dog
Gender:Male
Verified Purchase:Yes
Really love the volume due to the equalizer you can adjust to the music that your listening too base mid range and treble. Really clean sound
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, November 16, 2024
Hi Son dog, Awesome! We are glad to hear that you are happy with your new WH1000XM5! Thank you for choosing Sony! -Carl
Written by a customer while visiting sony.com
Posted by: Einstein 09
Gender:Male
Verified Purchase:Yes
I am a tried and true user of headphones for the last 25 years. These are the most comfortable headphones with the best acoustics I have ever had the pleasure to experience.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, November 18, 2024
Awesome, Einstein 09! We're very grateful for this positive feedback! Thank you for this amazing review of your Sony WH-1000XM5. It's wonderful to hear it meets your expectations and you feel these are the best sounding headphones that you've owned. Glad to know you are enjoying the excellent sound quality and noise cancellation of the headphones. Thank you so much for your purchase and for giving the product a perfect rating! -Jess
Written by a customer while visiting sony.com
Customer Rating
5
great product with bad product information include
on December 4, 2024
Posted by: Anonymous
Gender:Male
Verified Purchase:Yes
I bought this product as a replacement for my 1000MX4 that I left on the airplane. it is a great product but finding model number and specially serial number is like pulling a tooth. Why it is not included on the very little literature attached to the product? a million dollar question.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, December 5, 2024
Hi there, Thank you so much for the 5-star rating! We are glad to hear that you are happy with your new WH1000XM5 headphones! We appreciate your feedback on the headphones as this will help us in improving our products.
Thank you for choosing Sony!
Regards,
Carl
Thank you for choosing Sony!
Regards,
Carl
Written by a customer while visiting sony.com