Customer reviews from sony.com
Sony - Refurbished Excellent - WF-1000XM5 True Wireless Noise Cancelling Earbuds - Black
Average customer rating
3.6
(88 Reviews)
Rating breakdown 88 reviews
5 Stars
42
4 Stars
10
3 Stars
10
2 Stars
10
1 Star
16
54%of customers recommend this product.
(
34 out of
63)
Customer Reviews for Sony - Refurbished Excellent - WF-1000XM5 True Wireless Noise Cancelling Earbuds - Black
Posted by: Sam W
Gender:Male
Verified Purchase:Yes
These are some of the best sounding ear buds I have used, they’re comfortable and hold a very long charge when in use. I have to play with them a bit more to find out all of its features but as of right now I’m very happy with the product.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support , September 11, 2023
Hi Sam W,
Thank you for reaching out to us today! We're always happy to hear from you. We appreciate the review and we're glad to hear that you like the sound quality, comfortable design and battery performance of the headphones. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best truly wireless noise-canceling performance on the market. With a specially designed driver unit, for wide frequency production, deep bass and clear vocals, these headphones are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. We're glad that you're happy with your purchase and thank you for choosing Sony!
-David
Thank you for reaching out to us today! We're always happy to hear from you. We appreciate the review and we're glad to hear that you like the sound quality, comfortable design and battery performance of the headphones. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best truly wireless noise-canceling performance on the market. With a specially designed driver unit, for wide frequency production, deep bass and clear vocals, these headphones are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. We're glad that you're happy with your purchase and thank you for choosing Sony!
-David
Written by a customer while visiting sony.com
Posted by: DWrek
Gender:Male
Verified Purchase:Yes
I’ve had these headphones for almost a month and I’ll take them over the Airpods Pro and I even have an iPhone. Don’t get me wrong the Airpods Pro hold up but Sony headphones have a better overall performance & quality into the headphones. Guides you to what’s the best suggested apps to use for best audio quality for your headphones. I really enjoy them a lot, including the audio automatically adjusting to your surroundings whatever room you go into. Also good for parents for when you’re not tryna have the noise cancellation or for when you are ^_^
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, September 18, 2023
Hi DWrek, We're pleased to hear that you are enjoying the overall performance & quality. The WF-1000XM5 feature cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favourite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thank you for choosing Sony. Erin
Written by a customer while visiting sony.com
Posted by: Yellownan617
Gender:Male
Verified Purchase:Yes
The sound quality doesn't seem to be that good as advertised from what the people that in talking to rely to me....they say I sound staticky when Talkin...idk if there's anything that can be done and they were 300 smh....
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, September 21, 2023
Hi Yellownan617,
We are really sorry if our WF-1000XM5 didn't live up to your expectations. This is definitely not the news we'd like to hear from you. If the size of the earbud tips does not match the size of your ear canals or the headset is not worn properly in your ears, tap operations or Speak-to-Chat speech detection may not work correctly, or you may not obtain the correct sound qualities, noise canceling effects, or call performance. To troubleshoot your audio issues, please follow the steps on these links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779964.html
I hope this helps.
Should you need more information/technical assistance with our product, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following:
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
We value you, and thank you for choosing Sony.
Sincerely,
Romeo
Sony Social Support
We are really sorry if our WF-1000XM5 didn't live up to your expectations. This is definitely not the news we'd like to hear from you. If the size of the earbud tips does not match the size of your ear canals or the headset is not worn properly in your ears, tap operations or Speak-to-Chat speech detection may not work correctly, or you may not obtain the correct sound qualities, noise canceling effects, or call performance. To troubleshoot your audio issues, please follow the steps on these links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779964.html
I hope this helps.
Should you need more information/technical assistance with our product, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following:
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
We value you, and thank you for choosing Sony.
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
3
Quality doesn't quite measure up to Apple's
on October 26, 2023
Posted by: Chehera
Gender:Male
I bought these to replace my 1st gen airpods pro since i had heard the sound quality was better than Apple's. While the sound was good (and i do like the ability to change EQ) a lot of the little things do not measure up. The case feels flimsy and breakable. Switching between paired devices is rather clunky. bluetooth connectivity isn't very good, it was getting spotty while i was walking with my phone in my hand. I will say i like the ability to change the volume from the buds themselves, but overall i expected better from this product.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, October 27, 2023
Hi Chehera,
While we are glad to hear your satisfaction with the customizable sound settings through the Sony Headphones Connect app and control features of the WF-1000XM5, we are really sorry if you are experiencing issues. We greatly appreciate your feedback with the build quality of the charging case. As for switching between paired devices, if you are pertaining to the multipoint connection function of the headphones, please refer to the below:
When you connect the headset to 2 devices simultaneously with multipoint connection, depending on the connected device, the device may keep sending the silent signal even if the playback of the music or video is stopped. In this case, the headset remains connected with the device, and the connection may not be changed to another device. If the sound from the second device cannot be heard after the playback is stopped on the first device, operate in the following order and check whether the situation has improved.
• Check with the “Sony | Headphones Connect” app that the setting of [Connect to 2 devices simultaneously] is on.
• Stop the playback of the application on the first device.
• Shut down the application on the first device.
• Select the device you want to play from [Manage Connected Device] of [Device Currently Being Connected] on the “Sony | Headphones Connect” app, and then start playback.
And for the audio issue or sound cuts out issue, the following article may help resolve this problem:
https://www.sony.com/electronics/support/articles/00232102
If the issue persists, please refer to the following Help Guide links to refresh the content of your headphones:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
I hope this helps.
Should you need more assistance or information with our product, please email us at socialsupport@am.sony.com with the following details so we can best assist you.
Name:
BestBuy Username:
Model Number:
Issue:
Telephone Number:
We value you, and thank you for choosing Sony.
Best regards,
Romeo
Sony Social Support
While we are glad to hear your satisfaction with the customizable sound settings through the Sony Headphones Connect app and control features of the WF-1000XM5, we are really sorry if you are experiencing issues. We greatly appreciate your feedback with the build quality of the charging case. As for switching between paired devices, if you are pertaining to the multipoint connection function of the headphones, please refer to the below:
When you connect the headset to 2 devices simultaneously with multipoint connection, depending on the connected device, the device may keep sending the silent signal even if the playback of the music or video is stopped. In this case, the headset remains connected with the device, and the connection may not be changed to another device. If the sound from the second device cannot be heard after the playback is stopped on the first device, operate in the following order and check whether the situation has improved.
• Check with the “Sony | Headphones Connect” app that the setting of [Connect to 2 devices simultaneously] is on.
• Stop the playback of the application on the first device.
• Shut down the application on the first device.
• Select the device you want to play from [Manage Connected Device] of [Device Currently Being Connected] on the “Sony | Headphones Connect” app, and then start playback.
And for the audio issue or sound cuts out issue, the following article may help resolve this problem:
https://www.sony.com/electronics/support/articles/00232102
If the issue persists, please refer to the following Help Guide links to refresh the content of your headphones:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
I hope this helps.
Should you need more assistance or information with our product, please email us at socialsupport@am.sony.com with the following details so we can best assist you.
Name:
BestBuy Username:
Model Number:
Issue:
Telephone Number:
We value you, and thank you for choosing Sony.
Best regards,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Posted by: Erinln74
Gender:Female
Verified Purchase:Yes
I bought this item 3 days ago and I can’t get over how comfortable they are as well as sounding amazing! I found AirPods would begin to hurt after a couple hours. I can use these all day and have no issues. I have had no issues with connecting to my iPhone and I wish I had found these earlier!!
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, November 10, 2023
Hi Erinln74,
Fantastic! You've made a great choice! We are truly happy to hear your satisfaction with the very comfortable fit design, exceptional sound, and superb performance of your new WF-1000XM5. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity.
Thank you so much for the perfect star review and for choosing Sony!
Romeo
Fantastic! You've made a great choice! We are truly happy to hear your satisfaction with the very comfortable fit design, exceptional sound, and superb performance of your new WF-1000XM5. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity.
Thank you so much for the perfect star review and for choosing Sony!
Romeo
Written by a customer while visiting sony.com
Posted by: Kmwalsh
Gender:Male
Verified Purchase:Yes
I bought my headhphones a few months ago. The sound quality is great, but the microphone for phone calls is very bad. Everyone I talk to on a call complains that I sound very muffled and they cannot hear what I'm saying. Does not matter if I'm in a totally quite room or in a busy area. Unfortunately they are unusable for phone calls which for the price of the headphone is unacceptable.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 11, 2023
Hi Kmwalsh,
We are sorry to hear that you are having a microphone issue with your Sony wireless in-ear headphones. This is definitely not the customer experience we want you to have. Please make sure the firmware of your earbuds is updated to improve their performance and resolve any possible software-related issues: https://www.sony.com/electronics/support/wf-1000xm5/software/00296561. To further isolate and hopefully resolve this issue, we can follow the suggestions from this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779964.html.
We take all user input seriously and will make sure your comments reach the appropriate person. Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony website Username:
Model Number:
Issue:
Telephone Number:
We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.
Sincerely,
Vincent
We are sorry to hear that you are having a microphone issue with your Sony wireless in-ear headphones. This is definitely not the customer experience we want you to have. Please make sure the firmware of your earbuds is updated to improve their performance and resolve any possible software-related issues: https://www.sony.com/electronics/support/wf-1000xm5/software/00296561. To further isolate and hopefully resolve this issue, we can follow the suggestions from this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779964.html.
We take all user input seriously and will make sure your comments reach the appropriate person. Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony website Username:
Model Number:
Issue:
Telephone Number:
We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.
Sincerely,
Vincent
Written by a customer while visiting sony.com
Posted by: Aly K
Verified Purchase:Yes
I love these earbuds. Great sound and noise cancelling. But do NOT clean the foam nibs with an Alcohol prep pad because they DISINTEGRATE! Mine were ruined and I need to get more.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 3, 2024
Hi Aly K,
Thank you for purchasing our WF1000XM5 and for sharing your experience. We are happy you are pleased with audio quality and noise canceling capability of our XM5. We regret to hear what happened with the foam nibs after you cleaned them. Please allow us to help you in maintaining your XM5. Here are the links for the online Help Guide to help you properly clean and maintain your XM5.
Maintenance
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000784826.html
Precautions
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780004.html
The WF1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-canceling performance on the market. Noise reduction algorithms developed with AI machine learning suppress ambient noise and ensure the person on the other end of the phone can hear your voice clearly even in noisy situations. For total convenience, the WF1000XM5 can be paired with two Bluetooth devices simultaneously so, when a call comes in, your headphones can automatically connect to the right one. With an IPX4 water resistance rating, splashes and sweat won’t stop these headphones – so you can keep moving to the music. Thank you for choosing Sony! - Marco
Thank you for purchasing our WF1000XM5 and for sharing your experience. We are happy you are pleased with audio quality and noise canceling capability of our XM5. We regret to hear what happened with the foam nibs after you cleaned them. Please allow us to help you in maintaining your XM5. Here are the links for the online Help Guide to help you properly clean and maintain your XM5.
Maintenance
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000784826.html
Precautions
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780004.html
The WF1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-canceling performance on the market. Noise reduction algorithms developed with AI machine learning suppress ambient noise and ensure the person on the other end of the phone can hear your voice clearly even in noisy situations. For total convenience, the WF1000XM5 can be paired with two Bluetooth devices simultaneously so, when a call comes in, your headphones can automatically connect to the right one. With an IPX4 water resistance rating, splashes and sweat won’t stop these headphones – so you can keep moving to the music. Thank you for choosing Sony! - Marco
Written by a customer while visiting sony.com
Posted by: ArrowJ
Gender:Male
Verified Purchase:Yes
I was going to purchase the Samsung Buds 2 Pro as I use a Samsung phone. After discovering that some of the features of the Buds 2 Pro are locked into Samsung's ecosystem (which is not a bad ecosystem per se), I decided to keep looking. The XM5 buds have a sound I believe is better than my wife's AirPods, ANC that is right on the edge of equal, are more comfortable to my ears, and work seamlessly with my Android phone. If I used iOS, I would still buy the XM5, as Apple locks many of its features into its walled garden as well. I want products that work no matter what device I pick up. I would like to see integrations with more services such as YouTube Music, Audible, Apple Music, etc. The case lid is too easy to open for my liking.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 7, 2024
Hi ArrowJ, Thanks for sharing your awesome experience with your new Sony WF-1000XM5 wireless noise canceling headphones. We are glad that you like the features and capabilities fo your new earbuds. Thank you for your purchase. Enjoy! Vincent
Written by a customer while visiting sony.com