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
Quite satisfied
on August 22, 2020
Posted by: TimNW
Gender:Male
Jumped up from a pair of Bose QC15's owned for many a year. Tried out the two newest Bose models as well as the XM3. Decided to wait on the XM4 release. My expectations for sound quality in any pair of cans with noise cancellation not too high, but using the EQ in the app I have it where it is acceptable, and actually quite good. Comfort is acceptable which is all one can expect (ears still get warm with extended use). Features are really nice. Overall I'm glad I waited (months) and purchased the XM4.
I would recommend this to a friend!
Written by a customer while visiting sony.com
Customer Rating
5
Way better than my old BOSE
on September 4, 2020
Posted by: David Bobo
Gender:Male
I purchased this when released and could not be happier. Comfortable, sound great, and don't hear the Tasmanian devil (dog) that lives above me in an apartment. Great for wireless gaming and watching TV..
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, September 5, 2020
Hi David Bobo,
We're glad to hear how you are comfortable with your headphones. Intelligent and intuitive, the WH-1000XM4 headphones offer further improvements to our industry-leading noise cancelation, exceptional sound quality, and smart listening that adjusts to your behavior and your location. Using the Sony Headphones Connect app, Ambient Sound Control lets you adjust the volume of background sound and gives you the option to allow voices alone to be heard. Meanwhile, the Equalizer lets you customize sound levels to suit your music.
Thank you for choosing Sony! Jay
We're glad to hear how you are comfortable with your headphones. Intelligent and intuitive, the WH-1000XM4 headphones offer further improvements to our industry-leading noise cancelation, exceptional sound quality, and smart listening that adjusts to your behavior and your location. Using the Sony Headphones Connect app, Ambient Sound Control lets you adjust the volume of background sound and gives you the option to allow voices alone to be heard. Meanwhile, the Equalizer lets you customize sound levels to suit your music.
Thank you for choosing Sony! Jay
Written by a customer while visiting sony.com
Customer Rating
5
Overall really nice
on September 11, 2020
Posted by: Vlad96690
Gender:Male
There are better detailed reviews than what I could compose above. Still I am curious... This is my first Sony "premium" product, and i became very curious in what VPT modes would sound like now. Is this a feature that can be added back to the app?
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, September 12, 2020
Hi Vlad96690, thanks for sharing your feedback on your WH1000XM4. For further assistance regarding your product, we highly recommend visiting our Sony Global Web site for information on contacting the Sony Support Center in your region at http://www.sony.net/SonyInfo/Support/. Erin
Written by a customer while visiting sony.com
Customer Rating
2
Device switching does not work properly.
on January 12, 2021
Posted by: TSeattle
Gender:Male
While the headphones sound great, the device switching feature does not work properly. While it will connect to both devices, there is no way to choose which device you want the headphones to connect to. Instead, the headphones try to figure out which device your listening on based on whether music/audio is playing on the device---this process does not work consistently and routinely results in the headphones not connecting to the device you want to be listening to. This is particularly an issue if you are using them for calls on your computer.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 17, 2021
Hi TSeattle,
Thank you for purchasing the WH-1000XM4 Wireless Noise-Cancelling Headphones.
While we're glad you like the sound quality, we're sorry to hear that you are having an issue with your headphones particularly with multipoint connection. Please make sure that the headphones has the latest software update, please use the Headphones Connect app to update the software. Multipoint is a function which allows you to connect 2 Bluetooth devices to the headset and use one device for music playback (A2DP connection) and the other for calls (HFP/HSP connection).
• Music playback when the headset is connected to 2 devices via Bluetooth connections
- When playing music by operating the headset, the music is played from the device that played last.
- If you want to play music from the other device, stop playback on the device that is playing the music, and start playback by operating the other device.
Even if you start playback by operating the second device while playing music on the first device, the music from the first device will continue to be heard via the headset. In this state, if you stop playback on the first device, you can listen to music from the second device via the headset.
• Talking on the phone when the headset is connected to 2 devices via Bluetooth connections
- When the headset is connected to 2 smartphones, etc. via Bluetooth connections simultaneously, both devices will be in standby mode.
- When an incoming call arrives to the first device, a ring tone is heard via the headset. When an incoming call arrives to the second device while talking on the headset, a ring tone is heard via the second device.
If you finish the call on the first device, the ring tone from the second device will be heard via the headset.
For more details, you may find this link helpful: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00249936
Should you need further assistance or more information about our product, 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:
Sony.com Username:
Telephone Number:
Sony Headphones Model Number:
Additional Information regarding your experience with the WH-1000XM4
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,
Jess
Thank you for purchasing the WH-1000XM4 Wireless Noise-Cancelling Headphones.
While we're glad you like the sound quality, we're sorry to hear that you are having an issue with your headphones particularly with multipoint connection. Please make sure that the headphones has the latest software update, please use the Headphones Connect app to update the software. Multipoint is a function which allows you to connect 2 Bluetooth devices to the headset and use one device for music playback (A2DP connection) and the other for calls (HFP/HSP connection).
• Music playback when the headset is connected to 2 devices via Bluetooth connections
- When playing music by operating the headset, the music is played from the device that played last.
- If you want to play music from the other device, stop playback on the device that is playing the music, and start playback by operating the other device.
Even if you start playback by operating the second device while playing music on the first device, the music from the first device will continue to be heard via the headset. In this state, if you stop playback on the first device, you can listen to music from the second device via the headset.
• Talking on the phone when the headset is connected to 2 devices via Bluetooth connections
- When the headset is connected to 2 smartphones, etc. via Bluetooth connections simultaneously, both devices will be in standby mode.
- When an incoming call arrives to the first device, a ring tone is heard via the headset. When an incoming call arrives to the second device while talking on the headset, a ring tone is heard via the second device.
If you finish the call on the first device, the ring tone from the second device will be heard via the headset.
For more details, you may find this link helpful: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00249936
Should you need further assistance or more information about our product, 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:
Sony.com Username:
Telephone Number:
Sony Headphones Model Number:
Additional Information regarding your experience with the WH-1000XM4
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,
Jess
Written by a customer while visiting sony.com
Posted by: Fach y0u
Verified Purchase:Yes
No volume control. Touch control doesn’t work. Software is garbage—badly organized and doesn’t work
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, June 26, 2021
Hello, We regret to hear you are having issues with your Sony wireless headphones. This is definitely not the customer experience we want you to have. Please make sure your headphones have the latest firmware by performing a software update: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads. The updates include key features, applications, bug fixes, and feature improvements. If your Bluetooth device supports the device operating function (compatible protocol: AVRCP), you should be able to control its volume using the touch sensor control panel of the headphones. To know more, visit this link: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752781.html. You can disable and enable the touch sensor control panel and change its function using the Sony | Headphones Connect app. To know more about the app, you may visit this link: https://helpguide.sony.net/mdr/hpc/v1/en/index.html.
If you are still having the same issue, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony website Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Vincent
If you are still having the same issue, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony website Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Vincent
Written by a customer while visiting sony.com
Customer Rating
1
1 star
on July 6, 2025
Posted by: Twister710
So it picks up too much feedback I thought I invested in a pair that could do music and communication but this has been the worst set ive ever had
Response from sony.comBy Estefany, Sony North America Customer Support, July 7, 2025
Hi there, we're truly sorry to hear you're experiencing excessive feedback with your WH-1000XM4 headphones. It's truly disappointing when a product falls short of expectations, particularly after you've invested in it for both music and communication.
Here are a few recommendations that might help address the feedback issue:
-Make sure your headphones have the latest firmware installed. You can do this through the Sony | Sound Connect app.
-Try using the headphones in a quieter setting to see if the feedback persists. This can help determine if the issue is related to ambient noise.
-Reset your headphones. You can find instructions on how to do this on this link: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html
If these recommendations don't resolve the issue, please don't hesitate to contact our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for being a valued Sony customer and for letting us know about this issue.
Best regards,
Estefany
Here are a few recommendations that might help address the feedback issue:
-Make sure your headphones have the latest firmware installed. You can do this through the Sony | Sound Connect app.
-Try using the headphones in a quieter setting to see if the feedback persists. This can help determine if the issue is related to ambient noise.
-Reset your headphones. You can find instructions on how to do this on this link: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html
If these recommendations don't resolve the issue, please don't hesitate to contact our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for being a valued Sony customer and for letting us know about this issue.
Best regards,
Estefany
Written by a customer while visiting sony.com
Customer Rating
3
Bring Back VPT!
on September 13, 2020
Posted by: ElectroJunkie77
Gender:Female
Don’t take away the custom EQ, but please bring back VPT as an added feature set. Nothing more to say...if VPT returns with a software update these will be hands down the BEST HEADPHONES WORLD WIDE, and the sells will flourish. For now I’m keeping mine. Purchased Silver but I won’t change my 3 STAR review to 5 Stars until the VPT is brought back with a software update.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support , September 14, 2020
Hi ElectroJunkie77,
We want to say sorry for any inconvenience you may have experienced with the VPT. You can set both Equalizer and Surround (VPT) settings. We recommend, however, that you turn off the Surround (VPT) setting when you listen to 360 Reality Audio tracks..We will surely take note of this feedback as it helps us improve our products/services.
If you need further assistance, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
Regards,
David
We want to say sorry for any inconvenience you may have experienced with the VPT. You can set both Equalizer and Surround (VPT) settings. We recommend, however, that you turn off the Surround (VPT) setting when you listen to 360 Reality Audio tracks..We will surely take note of this feedback as it helps us improve our products/services.
If you need further assistance, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
Regards,
David
Written by a customer while visiting sony.com
Posted by: Sivajara
Gender:Male
Verified Purchase:Yes
I have owned several noise cancelling headphones, admiting only Bose products up to now: QC15 y QC25. Actually I loved them and was very pleased with them. Thinking on upgrading to a wireless version, I did my research and found quite good comments about WH-1000XM4, Superb bass and ideal for music; I love it, and the BEST noise cancelling headphone nowadays. I do not know if they are defective but with my QCs I weared them at the office and I did not listen my co workers even when they were 3 feet away and speak loudly. With the Sonys I expected to surpass that kind of quality but in the same situation I listen their voices muffled. The only way to avoid it is to crank the volumen which is unacceptable.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, November 29, 2020
Hi Sivajara, thank you for purchasing our newest industry-leading noise canceling headphones. We're sorry to hear that you have an issue with your SONY unit. Please use a smartphone or mobile phone at least 50 cm (19.69 in.) away from the headset. Noise may result if the smartphone or mobile phone is too close to the headset. Please use the Bluetooth device to re-establish the connection. Select HFP or HSP for the profile.
If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
~Earl
If you are unable to resolve your concern, 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