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
3
Not enough customization for the price
on January 16, 2021
Posted by: ruboveiga
Gender:Male
Sound and noise canceling is great. However, the software experience makes it confusing and annoying.
You cannot customize the multifunction or the power button. You just can choose one of two configurations. Neither of them is useful. I would like to customize the use of every action (e.g. 1 click to switch noise cancelation, 2 clicks to change source, log press to activate google assistant). No way of manually changing the audio source with one of the buttons (sometimes does not work very well the automatic change). Please, le me customize the power off time.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 16, 2021
Hi ruboveiga, Thank you for the feedback on your experience with your WH-1000XM4. We're glad to hear you like the great sound quality and industry-leading noise cancelation. We appreciate your feedback about the app customization. Unfortunately, the power button cannot be switch to a different function. However, the multifunction/custom button can be customized.
Please refer to the link below for more information:
https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0002935904.html?search=custom
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. Thanks for choosing Sony.
Regards,
Sam
Please refer to the link below for more information:
https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0002935904.html?search=custom
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. Thanks for choosing Sony.
Regards,
Sam
Written by a customer while visiting sony.com
Customer Rating
4
So great!
on August 2, 2021
Posted by: mg777
Gender:Female
[This review was collected as part of a promotion.] I really needed something wireless and simple to wear when working out, doing yard work and generally listening to music around the house and have had these for a few weeks now. Not having noise blocking headphones/earbuds drove me absolutely crazy while trying to concentrate or just not having to hear noises around me (especially outside). While these headphones are not total noise cancelling, they are great to keep most noise out; the noise I can hear is very muffled and the sound goes up to a nice level and does not hurt my ears. They are very comfortable as well around my head. Instructions are very straight forward and the headphones are very user friendly. Easy to charge and have a decent charging life. I am very happy with these.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, August 3, 2021
Hi mg777, Glad to hear that you found the perfect headphones for you! The WH-1000XM4 is a new design, with intelligent and intuitive Ambient Sound Control features that include improvements to Multipoint connection and our industry-leading Noise Cancelation, exceptional sound quality, and Smart Listening that adjusts to your behavior and location. Thank you for the 4-star rating!
Regards,
Carl
Regards,
Carl
Written by a customer while visiting sony.com
Customer Rating
5
Amazing quality and features!
on September 17, 2021
Posted by: Annienicole7
[This review was collected as part of a promotion.] I am extremely impressed with these Sony wireless headphones. Everything from the packaging to the sound quality is exceptional. Upon opening this product I was blown away with how nice the traveling case was to protect the head phones. The charging cable and airplane cable fit perfectly in the case. The headphones themselves are made so well and the directions made set up a breeze. These headphones are the highest quality I’ve ever seen, you even take a picture of your ears for the best output. The cupping of the ear is comfortable and secure, the sound is impeccable. I have used these while running and on the tractor and it blocks out all surrounding sound and adjusts perfectly to the environment. They are extremely easy to charge and the charge lasts so long compared to other headphones I’ve used. Everything about these headphones is amazing and I highly recommend them to anyone on a search for a great pair.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, September 17, 2021
Hi Annienicole7,
Awesome! We're thrilled to hear that you are enjoying the amazing features of the WH1000XM4. 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. Thanks for the recommendation and for choosing Sony!
-Ralph
Awesome! We're thrilled to hear that you are enjoying the amazing features of the WH1000XM4. 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. Thanks for the recommendation and for choosing Sony!
-Ralph
Written by a customer while visiting sony.com
Customer Rating
5
Work great
on October 11, 2021
Posted by: mejpye
Gender:Female
[This review was collected as part of a promotion.] I am so glad I tried Sony - WH-1000XM4 Wireless Noise-Canceling Headphones. I have owned a couple different pair of noise canceling headphones. This pair is definitely top level. I really like these headphones.
The sound quality of these headphones is beautiful. It is super clear with great depth in tone and wonderful bass. They do a great job of canceling noise around you.
There is an app you can download for playing and other controls for the headphones. You can also start, stop, skip forward or back just by tapping or swiping on the outside of the headphones themselves. That is a fun feature that works pretty well. Sometimes it takes a couple tries to get it to work but as you get used to it you can adjust your touch to better work this feature.
Another feature I love is if you speak the headphones automatically stop the playing audio. This is so nice. When you need to speak with someone or quickly hear what is going on around you, you don't have to spend time fussing with controls to stop the audio broadcast.
These headphones come in a nice case that protects them nicely. They are easy to connect to your device. They are stylish and comfortable to wear. There is plenty of cushion at the top of the headband so they rest nicely on the top of the head without digging in. They have a good range of adjustment on the sides to fit several different sizes.
These headphones are high quality and well made. They work great with many useful and convenient features and have superior audio quality.
The sound quality of these headphones is beautiful. It is super clear with great depth in tone and wonderful bass. They do a great job of canceling noise around you.
There is an app you can download for playing and other controls for the headphones. You can also start, stop, skip forward or back just by tapping or swiping on the outside of the headphones themselves. That is a fun feature that works pretty well. Sometimes it takes a couple tries to get it to work but as you get used to it you can adjust your touch to better work this feature.
Another feature I love is if you speak the headphones automatically stop the playing audio. This is so nice. When you need to speak with someone or quickly hear what is going on around you, you don't have to spend time fussing with controls to stop the audio broadcast.
These headphones come in a nice case that protects them nicely. They are easy to connect to your device. They are stylish and comfortable to wear. There is plenty of cushion at the top of the headband so they rest nicely on the top of the head without digging in. They have a good range of adjustment on the sides to fit several different sizes.
These headphones are high quality and well made. They work great with many useful and convenient features and have superior audio quality.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 11, 2021
Hi Mejpye,
That's really awesome! Thank you for taking the time to write such an in-depth review of your amazing experience with the WH-1000XM4. We are extremely pleased you're happy and satisfied with the features, especially the incredible sound quality, excellent noise canceling, and speak-to-chat feature of the headphones. Good to know you're utilizing the different functions on the Sony Headphones Connect app.
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! -Jess
That's really awesome! Thank you for taking the time to write such an in-depth review of your amazing experience with the WH-1000XM4. We are extremely pleased you're happy and satisfied with the features, especially the incredible sound quality, excellent noise canceling, and speak-to-chat feature of the headphones. Good to know you're utilizing the different functions on the Sony Headphones Connect app.
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! -Jess
Written by a customer while visiting sony.com
Posted by: Peppe1478969325
Verified Purchase:Yes
I can't connect to the app on any device so i can't update or use multiconnect for other devices. Noise cancelling is decent
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, September 20, 2022
Hi Peppe1478969325, While we're glad you like the noise cancelling feature of the WH-1000XM4, we regret to hear you're unable to connect to the app. If the Headphones Connect app does not detect the headphones, please follow the steps below. Check if the issue is resolved after you complete each step.
Make sure the Sony | Headphones Connect app is updated to the latest version.
Power off your smartphone device and then power it back on.
Update the software of your smartphone.
Uninstall and reinstall the app.
Inititalize the headphones.
REF: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
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:
Sincerely,
Sam
Make sure the Sony | Headphones Connect app is updated to the latest version.
Power off your smartphone device and then power it back on.
Update the software of your smartphone.
Uninstall and reinstall the app.
Inititalize the headphones.
REF: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
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:
Sincerely,
Sam
Written by a customer while visiting sony.com
Posted by: nickname88
Gender:Male
Verified Purchase:Yes
They were great headphones while they lasted. Now they regularly have unbearably loud feedback noise in both ears. These have stat indoors at my work computer since I got them; they have been very well taken care of. I called support, and they would not replace them because the failure happened after one year. Do not expect these headphones to last!
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, September 26, 2023
Hi nickname88,
This is not the experience that we want you to have. We would like to know more about what happened and review your file. Please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Case Number:
Sincerely,
-Ralph
This is not the experience that we want you to have. We would like to know more about what happened and review your file. Please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Case Number:
Sincerely,
-Ralph
Written by a customer while visiting sony.com
Customer Rating
5
SONY WH 1000xm4
on January 21, 2025
Posted by: Cricket Roberts
Gender:Female
Yes I would like to know how do I program this Sony WH 1000XM4 please let me know something about theme.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 25, 2025
Hi Cricket Roberts, Thank you for the 5-star rating! We would like to know more about your request for better assistance. 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
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
Customer Rating
1
Unreliable performance, returning after short use
on May 18, 2025
Posted by: csbm
Verified Purchase:Yes
I used the headphones for a couple of days and faced a few issues that prevented me from using them conveniently, so I am returning them.
First, the positives:
- The sound quality is good (not outstanding but on par with competitors).
- They are comfortable, though a bit tight – you can get a headache after using them for a couple of hours.
- The mobile app has a pretty good design and is easy to use.
- The sound quality is good (not outstanding but on par with competitors).
- They are comfortable, though a bit tight – you can get a headache after using them for a couple of hours.
- The mobile app has a pretty good design and is easy to use.
So, in general, if not for the issues I describe below, this would be a really good product that I would like to continue using.
Now, the negatives:
- Bluetooth connectivity is not stable – sometimes the headphones disconnect from source devices (they can also randomly disconnect and reconnect). This happened to me several times a day, which has never occurred with other ANC headphones I have used over the last eight years.
- Sometimes the headphones just turn off on their own (Automatic Power Off is disabled).
- Latency – most of the time it is okay, and you will not really notice it, but occasionally it spikes to nearly 2 seconds, which makes the headphones basically unusable, especially for watching videos. It seems to fix itself by turning the headphones off and on again, but such a user experience is really inconvenient.
- (The biggest issue) Pitch drift, which happened several times – at some point, the headphones start lowering the pitch of the audio (everything sounds a couple of steps lower, as if a pitch shifter effect is applied in real time). This also seems to fix after turning the headphones off and on (just reconnecting to the source device doesn't help), but I personally find this completely unacceptable.
- Bluetooth connectivity is not stable – sometimes the headphones disconnect from source devices (they can also randomly disconnect and reconnect). This happened to me several times a day, which has never occurred with other ANC headphones I have used over the last eight years.
- Sometimes the headphones just turn off on their own (Automatic Power Off is disabled).
- Latency – most of the time it is okay, and you will not really notice it, but occasionally it spikes to nearly 2 seconds, which makes the headphones basically unusable, especially for watching videos. It seems to fix itself by turning the headphones off and on again, but such a user experience is really inconvenient.
- (The biggest issue) Pitch drift, which happened several times – at some point, the headphones start lowering the pitch of the audio (everything sounds a couple of steps lower, as if a pitch shifter effect is applied in real time). This also seems to fix after turning the headphones off and on (just reconnecting to the source device doesn't help), but I personally find this completely unacceptable.
I did some research online before returning the headphones, hoping there might be ways to fix these issues, but unfortunately that's not the case. Other people complain about similar problems, and there is no workaround except turning them off and on or resetting them. It is quite sad, because as I mentioned, I would like to keep using them, but these issues are a clear deal-breaker for me.
PS I believe the hardware is probably solid, but the buggy software/firmware makes the headphones perform very poorly (I was using the latest available version, 2.9.0).
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, May 21, 2025
Hi csbm,
Thank you for taking the time to share such a detailed review of your experience with the WH-1000XM4 headphones. We're truly sorry to hear that you encountered these significant issues and we understand your frustration, especially given the positive aspects you highlighted.
This is certainly not the experience we intend for our customers and we recognize how disruptive these issues can be to everyday use.
While you've already returned the headphones, please know that we take all feedback seriously.
We truly regret that these issues prevented you from continuing to enjoy what you identified as a generally good product. We hope you'll consider giving Sony another chance in the future.
Thank you for considering Sony products and for letting us know about this issue.
Sincerely,
Stephanie
Thank you for taking the time to share such a detailed review of your experience with the WH-1000XM4 headphones. We're truly sorry to hear that you encountered these significant issues and we understand your frustration, especially given the positive aspects you highlighted.
This is certainly not the experience we intend for our customers and we recognize how disruptive these issues can be to everyday use.
While you've already returned the headphones, please know that we take all feedback seriously.
We truly regret that these issues prevented you from continuing to enjoy what you identified as a generally good product. We hope you'll consider giving Sony another chance in the future.
Thank you for considering Sony products and for letting us know about this issue.
Sincerely,
Stephanie
Written by a customer while visiting sony.com