Customer reviews from sony.com
Sony - Refurbished Excellent - WF-1000XM5 True Wireless Noise Cancelling Earbuds - Black
Average customer rating
3.5
(93 Reviews)
Rating breakdown 93 reviews
5 Stars
42
4 Stars
10
3 Stars
11
2 Stars
12
1 Star
18
50%of customers recommend this product.
(
34 out of
68)
Customer Reviews for Sony - Refurbished Excellent - WF-1000XM5 True Wireless Noise Cancelling Earbuds - Black
Posted by: Marie72
Gender:Female
Verified Purchase:Yes
I wanted to get the best earbuds I could afford for use at the office. They worked for maybe a month or two, and then the left earbud just stopped connecting. I cleaned everything up, disconnected and re-paired them with my phone and still it doesn't work. Once in a while they will connect but I'm afraid to turn them off for fear of not being able to get the left earbud to work again. I wish I would have purchased protection for these, but since they were Sony, I assumed they would at least work for a year. Will not buy again.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 18, 2025
Hi Marie72, We're sorry to hear about your earbuds. This is definitely not the experience we wanted you to have.
Kindly reset and initialize your headphones and observe if the issue still exist.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :
Full Name:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
-Craig
Kindly reset and initialize your headphones and observe if the issue still exist.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :
Full Name:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
-Craig
Written by a customer while visiting sony.com
Posted by: CreekJesus
Gender:Male
Verified Purchase:Yes
Bought these on christmas and love them 10/10 amazing i use them in the gym and the bass and crisp sound is perfect and they have the simplest and easiest touch controls ive ever seen and excellent battery life only got them down to 79% after 6 hours of use
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 11, 2025
Hi CreekJesus,
You made the right choice! We're glad that you are enjoying the sound quality, touch controls, and battery life of the headphones. Thank you for choosing Sony!
-Ralph
You made the right choice! We're glad that you are enjoying the sound quality, touch controls, and battery life of the headphones. Thank you for choosing Sony!
-Ralph
Written by a customer while visiting sony.com
Customer Rating
2
Broke soon after purchase
on January 9, 2025
Posted by: chuchu22
Gender:Male
Within a month of purchase, the left earbud broke. Very low volume and static/buzzing/popping. Didn’t fit well in my ears no matter which of the sizes I used, and touch controls were too sensitive, especially in dry weather. Had hair that went over my ears at the time, which also wasn’t a great combo. Sound was decent for the short time they were working correctly
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 10, 2025
Hi chuchu22,
Thank you for sharing your experience with the Sony WF1000XM5 wireless earbuds. We're sad to hear that you are having issues with it.
To address the low volume issue with your Sony WF-1000XM5 earbuds, you can try the following troubleshooting steps:
1) Check Volume Settings: Ensure that the volume on your connected device (smartphone, tablet, etc.) is turned up. Sometimes, the volume on the device itself might be set too low.
2) Clean the Earbuds: Dirt or earwax buildup on the earbuds can affect sound quality and volume. Gently clean the earbuds with a soft, dry cloth.
3) Adjust Earbud Fit: Make sure the earbuds are properly fitted in your ears. A poor fit can result in lower volume and sound quality. Kindly visit the link below for more details : https://www.sony.com/electronics/support/articles/00262839
4) Ensure that your earbuds have the latest firmware installed. You can check for updates using the Sony Headphones Connect app.
5) Reset the Earbuds: Sometimes, resetting the earbuds can resolve volume issues. Refer to the user manual for instructions on how to reset your specific model.
6) Check Audio Source: Try playing audio from a different source or app to see if the issue persists. Sometimes, the problem might be with the audio source rather than the earbuds.
In case you need further assistance, you may also contact our product support team via phone call at 239-245-6354 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,
Craig
Thank you for sharing your experience with the Sony WF1000XM5 wireless earbuds. We're sad to hear that you are having issues with it.
To address the low volume issue with your Sony WF-1000XM5 earbuds, you can try the following troubleshooting steps:
1) Check Volume Settings: Ensure that the volume on your connected device (smartphone, tablet, etc.) is turned up. Sometimes, the volume on the device itself might be set too low.
2) Clean the Earbuds: Dirt or earwax buildup on the earbuds can affect sound quality and volume. Gently clean the earbuds with a soft, dry cloth.
3) Adjust Earbud Fit: Make sure the earbuds are properly fitted in your ears. A poor fit can result in lower volume and sound quality. Kindly visit the link below for more details : https://www.sony.com/electronics/support/articles/00262839
4) Ensure that your earbuds have the latest firmware installed. You can check for updates using the Sony Headphones Connect app.
5) Reset the Earbuds: Sometimes, resetting the earbuds can resolve volume issues. Refer to the user manual for instructions on how to reset your specific model.
6) Check Audio Source: Try playing audio from a different source or app to see if the issue persists. Sometimes, the problem might be with the audio source rather than the earbuds.
In case you need further assistance, you may also contact our product support team via phone call at 239-245-6354 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,
Craig
Written by a customer while visiting sony.com
Posted by: MPriya
Gender:Female
Verified Purchase:Yes
Nothing special from sound quality and the sound connect app is garbage to the point it will crash while updating firmware. To pair the device is a pain as well
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 21, 2024
Hi MPriya, We are sorry to hear that you are experiencing issues with your WF-1000XM5 earbuds. We'd love to troubleshoot the issue and make this a better experience for you.
May we contact you to help? 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:
Model Number:
Issue:
Regards,
Carl
May we contact you to help? 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:
Model Number:
Issue:
Regards,
Carl
Written by a customer while visiting sony.com
Posted by: Rusty r
Gender:Male
Verified Purchase:Yes
Had these about 2 weeks and I'm very impressed. Noticeable improvement over the XM4's, which I still love.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, December 8, 2024
Hello Russ Rags,
That's fantastic! We're thrilled to know that you're so impressed with the outstanding performance of your WF-1000XM5. Thank you for the love and for choosing the best brand—Sony!
Best regards,
Romeo
That's fantastic! We're thrilled to know that you're so impressed with the outstanding performance of your WF-1000XM5. Thank you for the love and for choosing the best brand—Sony!
Best regards,
Romeo
Written by a customer while visiting sony.com
Posted by: jojo10007
Gender:Male
Verified Purchase:Yes
I've had these headphones for almost a year now and by far way better then and Bose galaxy air Pods or even beats
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 25, 2024
Hi jojo10007,
You made the right choice with the Sony WF1000XM5! We're thrilled that you are enjoying the performance of the headphones. Thank you for choosing Sony!
-Ralph
You made the right choice with the Sony WF1000XM5! We're thrilled that you are enjoying the performance of the headphones. Thank you for choosing Sony!
-Ralph
Written by a customer while visiting sony.com
Posted by: Murphy4201
Gender:Female
Verified Purchase:Yes
I absolutely love these earbuds!! They are truly amazing for just every task (just not swimming), tahs but for real, if your looking for something with great sound, a good battery life, let's not forget the need to play loud without loosing quality these are the buds for you.. Im someone who honestly wishes they'd go louder sense im loosing my hearing and am still satisfied and amazed they can get, especially when using the app along side it.. I know, wrap your head around that comment right.. taha But the absolute best feature for me is when they say noise canceling, there not joking, Sony has outdone everyone when it comes to this feature so much that you can't even hear yourself talk, you'll be deaf to literally everything besides what ever it is your using it for.. Don't take my word for it though, go buy a pair quickly and check it out yourself!!
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 25, 2024
Hi Murphy4201, Thank you for your fantastic review! We're thrilled to hear that you love the WF1000XM5 and find them amazing for various tasks. It's great to know that the sound quality, battery life, and volume levels meet your expectations, especially with the app's assistance. We're particularly proud of our noise-canceling feature, and we're glad it has impressed you. Your recommendation means a lot to us and thanks for choosing Sony! -Sam
Written by a customer while visiting sony.com
Posted by: MHZowqi
Gender:Male
Verified Purchase:Yes
I bought this product less than a year ago and although I really loved the sound quality, the left earphone has stopped working. [No sound, The touch and connection works]
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, August 23, 2024
Hi MHZowqi,
Thank you for your comment. While we're thrilled that you love the amazing sound quality of your WF-1000XM5, we're really sorry if you're having an audio issue with the left earbud. This is certainly not the feedback we hoped to receive. If you haven't tried yet, let's try to isolate and fix this problem by performing troubleshooting using these articles:
https://www.sony.com/electronics/support/articles/00298365
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780030.html
If the issue persists, please email us at socialsupport@am.sony.com with the following details so we can better assist you.
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
I hope this helps, and thank you for choosing Sony.
Sincerely,
Romeo
Sony Social Support
Thank you for your comment. While we're thrilled that you love the amazing sound quality of your WF-1000XM5, we're really sorry if you're having an audio issue with the left earbud. This is certainly not the feedback we hoped to receive. If you haven't tried yet, let's try to isolate and fix this problem by performing troubleshooting using these articles:
https://www.sony.com/electronics/support/articles/00298365
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780030.html
If the issue persists, please email us at socialsupport@am.sony.com with the following details so we can better assist you.
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
I hope this helps, and thank you for choosing Sony.
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com