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
Customer Rating
1
Just Don't
on March 2, 2025
Posted by: Krid 01
Gender:Male
If you luke a constant BEEP and slow response plus ridiculous buttons. This product is for you. Hearing constant BEEPS as I type this. Starting a fire in which I will through this into.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 4, 2025
Hi Krid 01,
We regret to hear that you are not satisfied with the WH-1000XM5. Sony's commitment to customer satisfaction is our top priority.
For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
When using the touch sensor, make sure to use it correctly. You may find this link helpful:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534542.html
Some devices that emit ultrasonic sound waves designed to repel rodents may occasionally be installed at the entrances of commercial facilities or subway stations. Near such devices, the ultrasonic sound waves may cause noise or unusual sound to be heard from the headset. Leave the place where the noise or unusual sound is heard. Or turn off the noise canceling function/Ambient Sound Mode from the “Sony Sound Connect” app.
If the unusual sound is happening to multiple places or the headset is not working as expected, resetting and initializing the headphones may help resolve those issues:
Resetting the headset
-Connect the headset to an AC outlet. Use the supplied USB Type-C cable and a commercially available USB AC adaptor.
-Press the (power) button and the NC/AMB button simultaneously. The headset will be reset.
The pairing information and other settings are retained. If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.
Initializing the headset
-Turn off the headset. Remove the USB Type-C cable.
-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 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
We regret to hear that you are not satisfied with the WH-1000XM5. Sony's commitment to customer satisfaction is our top priority.
For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
When using the touch sensor, make sure to use it correctly. You may find this link helpful:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534542.html
Some devices that emit ultrasonic sound waves designed to repel rodents may occasionally be installed at the entrances of commercial facilities or subway stations. Near such devices, the ultrasonic sound waves may cause noise or unusual sound to be heard from the headset. Leave the place where the noise or unusual sound is heard. Or turn off the noise canceling function/Ambient Sound Mode from the “Sony Sound Connect” app.
If the unusual sound is happening to multiple places or the headset is not working as expected, resetting and initializing the headphones may help resolve those issues:
Resetting the headset
-Connect the headset to an AC outlet. Use the supplied USB Type-C cable and a commercially available USB AC adaptor.
-Press the (power) button and the NC/AMB button simultaneously. The headset will be reset.
The pairing information and other settings are retained. If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.
Initializing the headset
-Turn off the headset. Remove the USB Type-C cable.
-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 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
1
My peer broke under normal use. Very disappointed.
on March 4, 2025
Posted by: Sage Sigh
I loved these headphones, but after a couple of years of use, one of the ear pieces broke off at the attachment point. I was just pulling them onto my head as I had hundreds of times before, so I was surprised when it happened.
Response from sony.comBy Sony North America Customer Support, March 8, 2025
Hi Sage Sigh,
While we’re glad that you loved them, we're sorry to hear about the headband breaking after a couple of years. This is definitely not the quality or durability we aim to deliver to our customers. Rest assured that your feedback will help us improve our products and services. If the headband of your WH-1000XM5 headphones breaks, Sony have partnered with our parts supplier, Encompass, to offer a low-cost repair for a fixed fee.
For additional details regarding headband repair, please visit this link: https://www.sony.com/electronics/support/articles/00346233
If there’s anything we can do to assist you, please don’t hesitate to reach out to us directly. You may send us an email at socialsupport@am.sony.com with the following:
Name:
Username:
Model Number:
Issue:
Telephone Number:
We truly appreciate your honesty and want to make this right however we can!
Sincerely,
Jess
While we’re glad that you loved them, we're sorry to hear about the headband breaking after a couple of years. This is definitely not the quality or durability we aim to deliver to our customers. Rest assured that your feedback will help us improve our products and services. If the headband of your WH-1000XM5 headphones breaks, Sony have partnered with our parts supplier, Encompass, to offer a low-cost repair for a fixed fee.
For additional details regarding headband repair, please visit this link: https://www.sony.com/electronics/support/articles/00346233
If there’s anything we can do to assist you, please don’t hesitate to reach out to us directly. You may send us an email at socialsupport@am.sony.com with the following:
Name:
Username:
Model Number:
Issue:
Telephone Number:
We truly appreciate your honesty and want to make this right however we can!
Sincerely,
Jess
Written by a customer while visiting sony.com
Customer Rating
1
Pick an older model
on March 6, 2025
Posted by: Anonymous
Gender:Male
Compared to previous models, these feel like a cheap knockoff. Continually falling off, terrible fit, can’t lock into place & poor sound compared to v3 or v4.
Response from sony.comBy Sony North America Customer Support, March 9, 2025
Hi Jeremy, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the fit and sound quality of your Sony unit. Put on the headset with the earpads fitting snugly over your ears. Adjust the slider to a length where the headband touches the top of your head.
Please follow this link when wearing the headset:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=wearing
For sound quality issues, you can check this link:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html?search=sound%20quality
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 follow this link and Chat with an Enthusiasts:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
~Earl
Please follow this link when wearing the headset:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=wearing
For sound quality issues, you can check this link:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html?search=sound%20quality
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 follow 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: PaulFromSLC
Verified Purchase:Yes
I bought this a month ago. amazing headphone but I felt like it heated up fast in couple of hours. Ended up going with Bose
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, March 25, 2025
Hi PaulFromSLC, Thank you for sharing your feedback about the WH1000XM5. We're sorry to hear that you experienced an issue with the headphones heating up after a couple of hours of use. And we regret to hear that it influenced your decision to switch brands. Please note that the normal operating temperature of these headphones should be around 0 °C to 40 °C (32 °F to 104 °F).
For future reference, if the heating feels excessive compared to typical headphone use, we highly recommend contacting Sony support directly through this link: https://us.esupport.sony.com/support/s/service?language=en_US.
Regards,
Sam
For future reference, if the heating feels excessive compared to typical headphone use, we highly recommend contacting Sony support directly through this link: https://us.esupport.sony.com/support/s/service?language=en_US.
Regards,
Sam
Written by a customer while visiting sony.com
Customer Rating
1
Poor quality
on March 17, 2025
Posted by: Gus 3021
Gender:Male
I bought this three months ago and the frame broke just taking them on and off.
Poor craftsmanship. No warranty
Poor craftsmanship. No warranty
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 25, 2025
Hi Gus 3021, We're truly sorry to hear about your headphones. This is definitely not the experience we wanted you to have. As it turns out. physical damage is not covered under warranty. We advise reaching out to an authorized service center to evaluate your device. Regards, -Craig
Written by a customer while visiting sony.com
Customer Rating
1
Please save yourself
on March 19, 2025
Posted by: Hrushi
Gender:Male
This is my last Sony product ever. I have WH1000MX5. These headphones have a ridiculous feature called Speak to chat which stops your music if you utter one word from your mouth. Even a sigh. Worst feature I have ever seen on a product.
That’s not even the worst part. Despite repeatedly going through the app on disabling the feature, it still miraculously starts on its own. I wrote to the product support, I stopped automatic update, but this still never stops bothering me. Buy Bose or Apple and stop yourself from a life of frustration.
That’s not even the worst part. Despite repeatedly going through the app on disabling the feature, it still miraculously starts on its own. I wrote to the product support, I stopped automatic update, but this still never stops bothering me. Buy Bose or Apple and stop yourself from a life of frustration.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 25, 2025
Hi Hrushi,
We regret to hear that you are not satisfied with the WH-1000XM5. Sony's commitment to customer satisfaction is our top priority. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
The Speak-to-Chat function may suddenly activate even though it is disabled in the Sony Sound Connect app.
To help prevent this issue, avoid inadvertently touching the right earcup (a two-finger touch activates Speak-to-Chat) or temporarily turn off the Touch sensor control panel in the app.
-Open the Sony Sound Connect app.
-Tap the System tab.
-Disable Touch sensor control panel.
Hope this helps. In case you need further assistance, please 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
We regret to hear that you are not satisfied with the WH-1000XM5. Sony's commitment to customer satisfaction is our top priority. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
The Speak-to-Chat function may suddenly activate even though it is disabled in the Sony Sound Connect app.
To help prevent this issue, avoid inadvertently touching the right earcup (a two-finger touch activates Speak-to-Chat) or temporarily turn off the Touch sensor control panel in the app.
-Open the Sony Sound Connect app.
-Tap the System tab.
-Disable Touch sensor control panel.
Hope this helps. In case you need further assistance, please 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
Posted by: Jerseyjokes
Gender:Male
Verified Purchase:Yes
Countless people are having the exact same failure to the hinge. Barely used them and always kept them in the case. Never mishandled and snapped while putting them on my head.
No, I would not recommend this to a friend.
Written by a customer while visiting sony.com
Posted by: Anonymous
Gender:Male
Verified Purchase:Yes
Just over a year after purchase—right past the factory warranty—the swivel connection cracked. I carefully superglued it, but that only extended its life by a month. A repair costs $150 to $200, nearly the same as the current sale price.
I’m extremely disappointed in the build quality and Sony’s refusal to offer assistance, especially considering my original $400 investment. If you want great Bluetooth features and sound, you're better off putting your money into the more durable WH-1000XM4.
As for me, I’ll be looking beyond Sony for my next purchase.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 30, 2025
Hi there,
Thank you for sharing your feedback. We're sorry to hear about your experience with the Headphones. We understand your frustration regarding the build quality, especially after such a short period of time after the warranty has expired. We sincerely apologize for the inconvenience you've encountered.
We truly value your investment in Sony. We also understand your decision to explore other options, but we hope that, in the future, you might consider giving our products another try. Your satisfaction is important to use and we're committed to improving based on experiences like yours.
For further assistance, we recommend reaching out to our product support team via phone call at 239-245-6366 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US Hours of Operation: Monday - Friday 9:00 am - 9:00 pm ET Saturday - Sunday 10:00 am - 8:00 pm ET.
Best regards,
- Stephanie
Thank you for sharing your feedback. We're sorry to hear about your experience with the Headphones. We understand your frustration regarding the build quality, especially after such a short period of time after the warranty has expired. We sincerely apologize for the inconvenience you've encountered.
We truly value your investment in Sony. We also understand your decision to explore other options, but we hope that, in the future, you might consider giving our products another try. Your satisfaction is important to use and we're committed to improving based on experiences like yours.
For further assistance, we recommend reaching out to our product support team via phone call at 239-245-6366 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US Hours of Operation: Monday - Friday 9:00 am - 9:00 pm ET Saturday - Sunday 10:00 am - 8:00 pm ET.
Best regards,
- Stephanie
Written by a customer while visiting sony.com