Customer reviews from sony.com
Sony - Refurbished Excellent - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Average customer rating
4.1
(546 Reviews)
Rating breakdown 546 reviews
5 Stars
340
4 Stars
60
3 Stars
49
2 Stars
36
1 Star
61
75%of customers recommend this product.
(
375 out of
498)
Customer Reviews for Sony - Refurbished Excellent - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Customer Rating
5
By far the best headphones I have ever owned
on January 23, 2025
Posted by: Eddie666
Gender:Male
Verified Purchase:Yes
By far the best headphones I have ever owned! I'm so happy I purchased these headphones I will never buy another brand without first trying what Sony has after I purchased these I'm so happy with them I never take them off... Thanks Sony for the awesome product
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 23, 2025
Hi Eddie666, Thanks for the 5-star rating! We're glad you like your new headphones . Enjoy and thanks for choosing Sony. -Craig
Written by a customer while visiting sony.com
Posted by: Teffymarmol
Gender:Female
Verified Purchase:Yes
The headphones keep disconnecting they are give to many issues
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Costumer Support, April 10, 2025
Hello Teffymarmol,
We apologize for the issue you're facing with the XM4 Bluetooth connectivity. Please make sure that your headphones software is up to date. Also, remember to set the priority of the Bluetooth connection, you can check this link to know how to do it: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0001548871.html
If the issue persist, feel free to reach out to us at socialsupport@am.sony.com, including your name, username, issue, model number, and telephone number.
We'll be ready to help you.
Regards, -Jenn
We apologize for the issue you're facing with the XM4 Bluetooth connectivity. Please make sure that your headphones software is up to date. Also, remember to set the priority of the Bluetooth connection, you can check this link to know how to do it: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0001548871.html
If the issue persist, feel free to reach out to us at socialsupport@am.sony.com, including your name, username, issue, model number, and telephone number.
We'll be ready to help you.
Regards, -Jenn
Written by a customer while visiting sony.com
Customer Rating
1
Bluetooth sucks
on May 8, 2025
Posted by: Wannabe lisener
I bought these a couple of years ago. They were good. But now they won't pair with anything. Dissapointed
Response from sony.comBy Sony North America Customer Support, May 8, 2025
Hi Wannabe lisener,
Thank you for reaching out. We're truly sorry to hear that you're having connectivity issues with your headphones. We're here to help.
To troubleshoot this issue, follow these steps:
- When connecting to a device, ensure you are selecting the model name without the "LE_" prefix. Wait a few seconds for the correct model name (WH-1000XM4) to appear.
- Disconnect any devices you no longer wish to connect. If the headphones are already connected to another device, that could prevent new connections.
- Initialize the headphones: Turn off the headset while the USB Type-C cable is disconnected and then press and hold the (power) button and the CUSTOM button simultaneously for 7 seconds or more.
The indicator (blue) flashes 4 times, and the headset is initialized.
Detailed instructions can be found here: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
Your unit comes with a 1-year warranty. If the problem persists after trying these steps, we recommend that you reach out directly to our technical support team: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for being a Sony customer and for bringing this to our attention.
Best regards,
Stephanie
Thank you for reaching out. We're truly sorry to hear that you're having connectivity issues with your headphones. We're here to help.
To troubleshoot this issue, follow these steps:
- When connecting to a device, ensure you are selecting the model name without the "LE_" prefix. Wait a few seconds for the correct model name (WH-1000XM4) to appear.
- Disconnect any devices you no longer wish to connect. If the headphones are already connected to another device, that could prevent new connections.
- Initialize the headphones: Turn off the headset while the USB Type-C cable is disconnected and then press and hold the (power) button and the CUSTOM button simultaneously for 7 seconds or more.
The indicator (blue) flashes 4 times, and the headset is initialized.
Detailed instructions can be found here: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
Your unit comes with a 1-year warranty. If the problem persists after trying these steps, we recommend that you reach out directly to our technical support team: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for being a Sony customer and for bringing this to our attention.
Best regards,
Stephanie
Written by a customer while visiting sony.com
Posted by: Anonymous
Gender:Male
Verified Purchase:Yes
These headphones are awesome for sound and noise canceling. They blow some other popular brands away. The problem is this feature they have that will silence your music if you start to talk. It is the worst thing ever!! Imagine listening to a great song and you start to sing along? The music stops and your whole mood is ruined. It would be okay if you could just turn that feature off. It says you can and it has a button to disable it in the app. Except it will just turn itself back on anytime it feels like it. I researched this issue when I first bought them and have kept up in different forums over time. Sony will not acknowledge the problem, and have refused to address it. Despite software updates that could have gotten rid of it. I haven't seen 1 person that says, what a great feature? Newer models might have done away with this, I will never buy another Sony product though. As long as they ignore so many people despising a feature. It could be fixed with a simple update, I'm sure. Make the toggle off switch lockable or just eliminate it. For this reason only I give very poor marks. Sorry Sony. It is a bad idea and you should have fixed it years ago.
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, June 17, 2025
Hello there,
Thank you for considering Sony products.
We're delighted to know that you're pleased with the sound quality and noise-canceling features of your WH-1000XM4 headphones. However, we sincerely apologize for any inconvenience you may have encountered with the "Speak-to-Chat" feature. This is certainly not the level of quality we strive for.
We are dedicated to providing you with the highest level of support and working together to resolve this issue. Please reach out to us via email at socialsupport@am.sony.com To assist us in addressing your concern more effectively, we kindly request that you include the following information in your message:
- Name:
- Sony Username:
- Model Number:
- Description of the Issue:
- Telephone Number:
Thank you for your patience; we look forward to assisting you further.
Best regards,
-Fred
Thank you for considering Sony products.
We're delighted to know that you're pleased with the sound quality and noise-canceling features of your WH-1000XM4 headphones. However, we sincerely apologize for any inconvenience you may have encountered with the "Speak-to-Chat" feature. This is certainly not the level of quality we strive for.
We are dedicated to providing you with the highest level of support and working together to resolve this issue. Please reach out to us via email at socialsupport@am.sony.com To assist us in addressing your concern more effectively, we kindly request that you include the following information in your message:
- Name:
- Sony Username:
- Model Number:
- Description of the Issue:
- Telephone Number:
Thank you for your patience; we look forward to assisting you further.
Best regards,
-Fred
Written by a customer while visiting sony.com
Customer Rating
3
They break every 2 years
on July 21, 2025
Posted by: Alivyah98
Gender:Female
So these are the best headphones, I have ever owned. However, I have bought 2 pair and they have both snapped on the right ear cuff. They seem to do it right at the 2year mark. I tried calling to get it repaired, apparently the don’t make replacement parts. I still recommend these headphones, but if your an introvert who uses there headphones almost daily to avoid people 😂 you’ll be buying them every 2 years.
I would recommend this to a friend!
Response from sony.comBy Estefany, Sony North America Customer Support, July 21, 2025
Hi Alivyah98, thank you for taking the time to share your experience with the WH-1000XM4 headphones. We’re thrilled to hear that you consider them the best you've ever owned. However, we sincerely apologize for the issues you've encountered with the ear cuff snapping on both pairs.
We understand how frustrating it can be, especially for someone who relies on their headphones daily.
Your insights are invaluable as we continuously work to improve our products and services.
We appreciate your recommendation, even in light of these challenges!
Thanks for considering Sony products and for your feedback.
Sincerely,
Estefany
We understand how frustrating it can be, especially for someone who relies on their headphones daily.
Your insights are invaluable as we continuously work to improve our products and services.
We appreciate your recommendation, even in light of these challenges!
Thanks for considering Sony products and for your feedback.
Sincerely,
Estefany
Written by a customer while visiting sony.com
Customer Rating
5
Great purchase
on August 17, 2025
Posted by: Tishd
Gender:Female
I purchased these headphones for traveling and they are great. Noise canceling feature and sound quality is 10/10 and they are very comfortable to wear for a long time.
I would recommend this to a friend!
Response from sony.comBy Estefany, Sony North America Customer Support, August 17, 2025
Hi Tishd!
It's a true pleasure to hear you're loving your new WH-1000XM4 headphones, especially for your travels! We're so glad you're finding the noise-canceling and sound quality to be perfect.
The long battery life and touch controls are also a huge plus for those long journeys.
Thanks for choosing Sony!
Best regards,
Estefany
It's a true pleasure to hear you're loving your new WH-1000XM4 headphones, especially for your travels! We're so glad you're finding the noise-canceling and sound quality to be perfect.
The long battery life and touch controls are also a huge plus for those long journeys.
Thanks for choosing Sony!
Best regards,
Estefany
Written by a customer while visiting sony.com
Customer Rating
2
Great for office, not for road trips or flights.
on August 26, 2025
Posted by: Anonymous
Fantastic sound quality. Noice cancelling does not work well outdoors or on a bus. They make a loud popping noise. I thought I had upgraded from 700 series, but that’s simple not the case. Same issue with flying.
Response from sony.comBy Fred, Sony North America Customer Support, August 27, 2025
Hi there,
Thank you for considering Sony products.
We're sorry to hear you're experiencing issues with the noise-canceling feature on your WH-1000XM4 headphones. A popping noise and reduced performance are not typical, and we want to help you resolve this.
We recommend trying these steps:
Resetting the headset: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html
Initializing the headset to restore factory settings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
Firmware Update to Version 2.4.1: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246
If the issue persists, please email us at socialsupport@am.sony.com with the following information. Your headphones are covered by a one-year limited manufacturer's warranty, and we will be happy to assist you further.
- Name:
- Sony Username:
- Model Number:
- Description of the Issue:
- Telephone Number:
We appreciate your patience and look forward to assisting you.
Best regards,
-Fred
Thank you for considering Sony products.
We're sorry to hear you're experiencing issues with the noise-canceling feature on your WH-1000XM4 headphones. A popping noise and reduced performance are not typical, and we want to help you resolve this.
We recommend trying these steps:
Resetting the headset: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html
Initializing the headset to restore factory settings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
Firmware Update to Version 2.4.1: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246
If the issue persists, please email us at socialsupport@am.sony.com with the following information. Your headphones are covered by a one-year limited manufacturer's warranty, and we will be happy to assist you further.
- Name:
- Sony Username:
- Model Number:
- Description of the Issue:
- Telephone Number:
We appreciate your patience and look forward to assisting you.
Best regards,
-Fred
Written by a customer while visiting sony.com
Posted by: Anakin M
Gender:Male
Verified Purchase:Yes
I bought this years ago and have tried many other headphones and earbuds since, and nothing has compared to these. The sound quality alone puts it in a category above the rest but the noise cancellation solidifies that it’s in a league of its own.
I would recommend this to a friend!
Response from sony.comBy Sony North America Support, December 5, 2025
Hi Anakin M,
That is fantastic to hear! We are thrilled that the WH-1000XM4 headphones have stood the test of time, and we're especially proud that the superior sound quality and industry-leading noise cancellation continue to deliver an unrivaled experience for you.
Thanks for choosing Sony.
Best regards, Eliab
That is fantastic to hear! We are thrilled that the WH-1000XM4 headphones have stood the test of time, and we're especially proud that the superior sound quality and industry-leading noise cancellation continue to deliver an unrivaled experience for you.
Thanks for choosing Sony.
Best regards, Eliab
Written by a customer while visiting sony.com