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: 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
1
AVOID AVOID HORRIBLE DESIGN
on March 22, 2026
Posted by: avoidtheWH1000XM5
Gender:Male
Horrible design. Left hinge broke due to manufacturers defect. Did not even last 7 months. Sony said not covered under waranty
Response from sony.comBy Fred, Sony North America Customer Support, March 23, 2026
Hello there,
Thank you for considering Sony products.
We sincerely apologize for the inconvenience caused by the issue with your WH-1000XM5 headphones. We understand how frustrating it is to experience a problem with the left hinge in less than seven months.
Please be advised that the Sony limited warranty covers manufacturing defects; however, damage resulting from regular use or accidental impact is generally not covered. To assist you further, we recommend contacting our authorized service partner, Encompass, who offers specialized repair services with genuine parts that may provide a more affordable option: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
Additionally, we have forwarded your feedback regarding product durability and support accessibility to our quality assurance team for review. We truly value your input as it helps us improve our products and services.
Best regards,
-Fred
Thank you for considering Sony products.
We sincerely apologize for the inconvenience caused by the issue with your WH-1000XM5 headphones. We understand how frustrating it is to experience a problem with the left hinge in less than seven months.
Please be advised that the Sony limited warranty covers manufacturing defects; however, damage resulting from regular use or accidental impact is generally not covered. To assist you further, we recommend contacting our authorized service partner, Encompass, who offers specialized repair services with genuine parts that may provide a more affordable option: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
Additionally, we have forwarded your feedback regarding product durability and support accessibility to our quality assurance team for review. We truly value your input as it helps us improve our products and services.
Best regards,
-Fred
Written by a customer while visiting sony.com
Customer Rating
1
Beware the hinge breaking
on March 23, 2026
Posted by: SammyL
I bought these one year and three months ago and they just broke. They’re *just* outside the warranty. There is a faulty hinge mechanism on these headphones that Sony knows about (look up: sony xm5 broken hinge if you want to see all the many, many people who’ve had the same issue). Apparently even if you’re covered by warranty, they classify this as “physical damage” and won’t cover it. I would never buy these and wouldn’t recommend them because of this. They’re too expensive to have known design flaws that Sony refuses to fix.
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, March 24, 2026
Hello SammyL,
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you have experienced with your WH1000XM5 headphones. We understand how frustrating it is to encounter a hinge issue just outside the warranty period, especially when it impacts a product you rely on. Please be advised that the Sony limited warranty covers manufacturing defects; however, damage resulting from regular use or accidental impact is generally not covered.
To assist you further, we recommend contacting our authorized service partner, Encompass, who offers specialized repair services with genuine parts that may provide a more affordable option: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
We have also forwarded your feedback regarding product durability and support accessibility to our quality assurance team for review. We truly value your input as it helps us improve our products and services.
Best regards,
-Fred
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you have experienced with your WH1000XM5 headphones. We understand how frustrating it is to encounter a hinge issue just outside the warranty period, especially when it impacts a product you rely on. Please be advised that the Sony limited warranty covers manufacturing defects; however, damage resulting from regular use or accidental impact is generally not covered.
To assist you further, we recommend contacting our authorized service partner, Encompass, who offers specialized repair services with genuine parts that may provide a more affordable option: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
We have also forwarded your feedback regarding product durability and support accessibility to our quality assurance team for review. We truly value your input as it helps us improve our products and services.
Best regards,
-Fred
Written by a customer while visiting sony.com
Customer Rating
1
Design Flaw
on April 5, 2026
Posted by: AMejiaG
Gender:Male
I got these headphones less than a year ago and the hinges have snapped out of place on both sides of the headphones. Initially i glued the hinge back into place the first time it happened and now it had happened on the other side. Extremely upset as I paid full price and anytime i speak with anyone about repairs I am told that it does not fall under the warranty. I recommend you save yourself the time and money and invest in other headphones by other companies because this design flaw appears to be common with Sony headphones. I originally enjoyed the sound quality of the project and was certain that the headphones were the ones for me but now that this has happened to both sides and I find it it has happened to many others it makes me question my overall purchase
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, April 6, 2026
Hello there,
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you have experienced with your WH-1000XM5 headphones. We understand how frustrating it must be to have the hinges snap on both sides, especially after investing in what you expected to be a durable product. Please note that the warranty generally covers manufacturing defects and does not include accidental damage or wear over time. However, to assist you further, we recommend reaching out to our authorized repair partner, Encompass, who can offer repair options that may be more affordable for you. You can find more information here: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
We hope this helps you get back to enjoying your headphones soon. Thank you for your understanding, and please don’t hesitate to contact us if you need further assistance.
Best regards,
-Fred
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you have experienced with your WH-1000XM5 headphones. We understand how frustrating it must be to have the hinges snap on both sides, especially after investing in what you expected to be a durable product. Please note that the warranty generally covers manufacturing defects and does not include accidental damage or wear over time. However, to assist you further, we recommend reaching out to our authorized repair partner, Encompass, who can offer repair options that may be more affordable for you. You can find more information here: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
We hope this helps you get back to enjoying your headphones soon. Thank you for your understanding, and please don’t hesitate to contact us 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