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: 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
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