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
5
Awesome Christmas Gift
on January 19, 2025
Posted by: BrandonMcPhillips
Gender:Male
I got these as a Christmas gift. I love how comfortable they are, they fit over my big ears. The sound quality is incredible. I love the DSEE Extreme and EdgeAI. It really hels when listening to comedy shows from 06. I love the ANC, but
especially the Ambient mode is great, especially with the voice filter. Something that isn't talked about much is the hourly clock that's part of the autoplay feature. I don't use the actual autoplay, but I do use the hourly clock, and the thing that tells you the date and weather in the morning. I love how it says good morning to me. The Sound Connect app does need screenreader support added for VoiceOver, I'm a blind user and this is the only problem I have. I lost my XM3 at a McDonalds and missed how comfortable they were. i switched to the Bose QuietComfort Ultra Headphones for a while, but they weren't as comfy, that's why I asked for the XM5. Also the microphones are awesome for calls, and the Alexa function is amazing. Short story: Get these headphones, they're amazing.
especially the Ambient mode is great, especially with the voice filter. Something that isn't talked about much is the hourly clock that's part of the autoplay feature. I don't use the actual autoplay, but I do use the hourly clock, and the thing that tells you the date and weather in the morning. I love how it says good morning to me. The Sound Connect app does need screenreader support added for VoiceOver, I'm a blind user and this is the only problem I have. I lost my XM3 at a McDonalds and missed how comfortable they were. i switched to the Bose QuietComfort Ultra Headphones for a while, but they weren't as comfy, that's why I asked for the XM5. Also the microphones are awesome for calls, and the Alexa function is amazing. Short story: Get these headphones, they're amazing.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 20, 2025
Hello BrandonMcPhillips,
Thank you for your enthusiastic review of the WH-1000XM5 headphones! We're thrilled to hear you find them comfortable and enjoy their exceptional sound quality, DSEE Extreme, and EdgeAI features. It's great that the Active Noise Cancellation and Ambient mode are working well for you.
We appreciate your feedback on the hourly clock, autoplay feature, and the Sound Connect app needing screen reader support. We're also glad to know the microphones provide excellent call quality and that you love using the Alexa function.
Thank you for choosing Sony! We hope you enjoy your headphones for years to come.
Best regards,
Romeo
Thank you for your enthusiastic review of the WH-1000XM5 headphones! We're thrilled to hear you find them comfortable and enjoy their exceptional sound quality, DSEE Extreme, and EdgeAI features. It's great that the Active Noise Cancellation and Ambient mode are working well for you.
We appreciate your feedback on the hourly clock, autoplay feature, and the Sound Connect app needing screen reader support. We're also glad to know the microphones provide excellent call quality and that you love using the Alexa function.
Thank you for choosing Sony! We hope you enjoy your headphones for years to come.
Best regards,
Romeo
Written by a customer while visiting sony.com
Posted by: Em22
Gender:Female
Verified Purchase:Yes
These worked great for a few months, with the exception of randomly disconnecting from bluetooth on flights every so often. However more recently they've started making a loud buzzing/feedback noise and shutting off. Happened twice today in a span of 20 min.
Customer service is useless and just gave me a phone number for some external servicer.
No, I would not recommend this to a friend.
Response from sony.comBy David, Sony North America Customer Support, September 14, 2024
Hi Em22,
Thank you for the feedback. We're sorry to hear what happened with your headphones. To isolate the issue, please check this article.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00204575
If the situation does not improve, even after following the troubleshooting steps provided in the article, service may be required. For us to better assist you, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
-David
Thank you for the feedback. We're sorry to hear what happened with your headphones. To isolate the issue, please check this article.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00204575
If the situation does not improve, even after following the troubleshooting steps provided in the article, service may be required. For us to better assist you, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
-David
Written by a customer while visiting sony.com
Customer Rating
5
Great features !!
on October 12, 2022
Posted by: Radwa
Gender:Female
[This review was collected as part of a promotion.] I am so happy with this sony headphones!! The sound quality is amazing, It’s so soft. The material is so soft and the features is great. You can skip or pause by clicking with your finger. It is so comfortable and has great noise cancellation. The design is so neat and stylish it has a clean look. The best thing about it is the cup is big and it didn’t hurt my ears. But the only thing concern about is the case holder is kinda big. Yet it is stylish and neat it has a magnet inside to hold your charger. Overall i am happy with it . And highly recommend it.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 13, 2022
Hi Radwa! We are so glad to hear that you are happy with your new WH-1000XM5 headphones! These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. -Craig
Written by a customer while visiting sony.com
Posted by: Harsha
Verified Purchase:Yes
I tried to connect to two devices and it didn't work. I tried to speak to multiple reps. Could not resolve. So I returned the product.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, June 11, 2022
Hi Harsha,
Thanks for reaching out to us with your concern. We're sorry to learn the multipoint function on your WH-1000XM5 headphones doesn't work properly and you're unable to connect to two devices. When [Connect to 2 devices simultaneously] is turned on with the “Sony | Headphones Connect” app, the headset can connect to 2 devices via Bluetooth connections simultaneously, allowing you to do the following.
• Waiting for an incoming call for 2 smartphones
You can listen to music played on one smartphone with the headset, wait for an incoming call for both smartphones, and talk if an incoming call arrives.
• Switching music playback between 2 devices
You can switch the music playback from one device to the other without performing a Bluetooth reconnection.
Before connecting, we recommend to download the Sony Headphones Connect app on one of the devices and make sure it has the latest update. Check with the “Sony Headphones Connect” app that the setting of [Connect to 2 devices simultaneously] is on. (Confirm that both devices are connected in the Device Currently Being Connected section of the app)
We regret to know that the unit had to be returned. We hope you will consider Sony again in a future purchase.
Sincerely,
Jess
Thanks for reaching out to us with your concern. We're sorry to learn the multipoint function on your WH-1000XM5 headphones doesn't work properly and you're unable to connect to two devices. When [Connect to 2 devices simultaneously] is turned on with the “Sony | Headphones Connect” app, the headset can connect to 2 devices via Bluetooth connections simultaneously, allowing you to do the following.
• Waiting for an incoming call for 2 smartphones
You can listen to music played on one smartphone with the headset, wait for an incoming call for both smartphones, and talk if an incoming call arrives.
• Switching music playback between 2 devices
You can switch the music playback from one device to the other without performing a Bluetooth reconnection.
Before connecting, we recommend to download the Sony Headphones Connect app on one of the devices and make sure it has the latest update. Check with the “Sony Headphones Connect” app that the setting of [Connect to 2 devices simultaneously] is on. (Confirm that both devices are connected in the Device Currently Being Connected section of the app)
We regret to know that the unit had to be returned. We hope you will consider Sony again in a future purchase.
Sincerely,
Jess
Written by a customer while visiting sony.com
Posted by: mohanymous
Gender:Male
Verified Purchase:Yes
I’ve almost given up! I’m very disappointed with the the utter lack of basic functionality: Microsoft Teams and this headset are not inspiring confidence.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, June 15, 2022
Hi mohanymous, thank you for choosing and purchasing our product. We're sorry to hear that you have an issue with your SONY unit connected to the Microsoft Teams. We highly recommend following these links to efficiently use the wh1000xm5 with your video call software:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541040.html?search=HFP
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00250089
If you require any additional support in regards to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
~Earl
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541040.html?search=HFP
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00250089
If you require any additional support in regards to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
~Earl
Written by a customer while visiting sony.com
Customer Rating
1
Broke in less than two months.
on September 12, 2022
Posted by: cmodeg
Gender:Male
The headphones were good while they worked. They broke in less than two months.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, September 13, 2022
Hi cmodeg, We're sorry to hear about this. This is usually not the case for our headphones nor the experience we want you to have. We would like to know more about what happened to your Sony WH-1000XM5 so we can better assist you.
May we contact you to help and get more information? If so, please email the below information to 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.
Full Name:
Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the WH-1000XM5:
We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate you and thanks again for shopping Sony!
Sincerely,
Sam
May we contact you to help and get more information? If so, please email the below information to 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.
Full Name:
Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the WH-1000XM5:
We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate you and thanks again for shopping Sony!
Sincerely,
Sam
Written by a customer while visiting sony.com
Customer Rating
5
Fantastic
on October 27, 2022
Posted by: Alyssa
Gender:Female
[This review was collected as part of a promotion.] These are great for any loud place! Originally I bought these for the kids when we attend loud concerts or they need some silent time. The headphones do it’s job, that’s for sure and everything is pitch quiet. I like the slick black look and the simplicity of the design
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 28, 2022
Hi Alyssa, we're glad you are enjoying our industry-leading noise canceling 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. Thanks for choosing Sony. ~Earl
Written by a customer while visiting sony.com
Posted by: nika23
Gender:Female
Verified Purchase:Yes
I bought this three weeks ago during the first week of my junior year in college, and I am overall very satisfied with it. I use it every day to study in crowded environments like cafes, and it does its job pretty well.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, September 18, 2024
That's awesome, nika23! We're glad you are happy with your headphones. Enjoy and thanks for choosing Sony. -Craig
Written by a customer while visiting sony.com