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
Posted by: Icantusemynickname
Gender:Female
Verified Purchase:Yes
This device has too many features that get in the way of using it, and it has no instruction manual (using WORDS) to explain how to use it. If you spend a lot of time you can download all sorts of videos and apps (that want to update themselves first), and ultimately you can find a 151 page pdf instruction manual you can download. Yeah. That many pages to tell me how to turn on and use a pair of headphones. Ridiculous.
No, I would not recommend this to a friend.
Response from sony.comBy Estefany, Sony North America Customer Support, July 7, 2025
Hi Icantusemynickname, we sincerely apologize for the frustration you've experienced with your WH-1000XM4 headphones. We understand your concerns about the number of features and the difficulty in finding clear, concise instructions for their use. We regret that this has negatively impacted your experience.
Please know that we are taking your feedback seriously. We recognize the importance of providing user-friendly instructions that don't overwhelm our customers and your comments will be invaluable as we work on future product improvements and documentation.
Thank you for being a valued Sony customer and for bringing this to our attention. We truly appreciate your honesty.
Sincerely,
Estefany
Please know that we are taking your feedback seriously. We recognize the importance of providing user-friendly instructions that don't overwhelm our customers and your comments will be invaluable as we work on future product improvements and documentation.
Thank you for being a valued Sony customer and for bringing this to our attention. We truly appreciate your honesty.
Sincerely,
Estefany
Written by a customer while visiting sony.com
Customer Rating
2
Good sound poor craftsmanship
on July 12, 2025
Posted by: Lisa1757
Gender:Female
So my husband loves these headphones for the noise cancellation and the sound quality, unfortunately we’ve had issues with these lasting…. First pair we had to send in on warranty because the headband part came detached from the ear piece (which seems like a common issue after I started looking into it) now the replacement pair won’t charge after 14 months of use…. For this price I’d expect they last for YEARS
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Costumer Support, July 14, 2025
Hello Lisa1757,
We're really sorry to hear about the ongoing issues you've experienced with your WH-1000XM4 headphones. It's fantastic that your husband loves the noise cancellation and sound quality – those are key features we pride ourselves on. However, it's completely understandable that you'd expect a much longer lifespan from headphones at this price point, and it's frustrating to have had two pairs develop problems.
We sincerely apologize for the headband detaching on the first pair and the charging issue with the replacement after only 14 months. We recognize that these are significant durability concerns, and we appreciate you bringing them to our attention.
Please reach out to our customer support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones to assist you further!
We appreciate you to give us the opportunity to change your experience!
Sincerely,
Jenn.
We're really sorry to hear about the ongoing issues you've experienced with your WH-1000XM4 headphones. It's fantastic that your husband loves the noise cancellation and sound quality – those are key features we pride ourselves on. However, it's completely understandable that you'd expect a much longer lifespan from headphones at this price point, and it's frustrating to have had two pairs develop problems.
We sincerely apologize for the headband detaching on the first pair and the charging issue with the replacement after only 14 months. We recognize that these are significant durability concerns, and we appreciate you bringing them to our attention.
Please reach out to our customer support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones to assist you further!
We appreciate you to give us the opportunity to change your experience!
Sincerely,
Jenn.
Written by a customer while visiting sony.com
Customer Rating
1
Garbage Bluetooth Connection
on December 10, 2020
Posted by: Robert_13135
Gender:Male
I have had these Headphones for about 3 months and I couldn't be more upset that I didn't go with BOSE... I went with these headphone because they where highly rated for adaptive noise cancelling and sound. I can say first hand that everything seemed great at first until and was working great until an update on November 4 and since that point the headphone are basically useless. The Bluetooth basically stops working 75% of the time and the adaptive noise cancelling went from great to poor... not sure what happened. I wish Sony would figure out this issue as I'm very dissatisfied with my purchase.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 13, 2020
Hi Robert_13135,
Thank you for purchasing the WH-1000XM4. We regret to hear that you're having Bluetooth connection and noise cancelling issue after the update. We'd like to help troubleshoot the issue and make this a better experience for you.
If you're not able to make Bluetooth connection, please check the following steps:
Check that the headset is turned on. Check that the Bluetooth device is turned on and the Bluetooth function is on.
If the headset automatically connects to the last connected Bluetooth device, you may fail to connect the headset to other devices via Bluetooth connection. In that case, operate the last connected Bluetooth device and disconnect the Bluetooth connection.
Check if the Bluetooth device is in sleep mode. If the device is in sleep mode, cancel the sleep mode.
Check if the Bluetooth connection has been terminated. If terminated, make the Bluetooth connection again.
If the pairing information for the headset has been deleted on the Bluetooth device, pair the headset with the device again.
If the effect of noise canceling is not sufficient.
Make sure that the noise canceling function is turned on.
Adjust the headset into a comfortable position.
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
Check that the Adaptive Sound Control is turned off.
Check the setting of the Adaptive Sound Control on the “Sony | Headphones Connect” app. When the Adaptive Sound Control is turned on, the noise canceling function may become insufficient.
Resetting or Initializing the headset may resolve the issue.
If the headset cannot be turned on or cannot be operated even when it is turned on, press both the power button and the CUSTOM button simultaneously while charging. The headset will be reset. The device registration (pairing) information is not deleted. If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.
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:
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,
Kris
Thank you for purchasing the WH-1000XM4. We regret to hear that you're having Bluetooth connection and noise cancelling issue after the update. We'd like to help troubleshoot the issue and make this a better experience for you.
If you're not able to make Bluetooth connection, please check the following steps:
Check that the headset is turned on. Check that the Bluetooth device is turned on and the Bluetooth function is on.
If the headset automatically connects to the last connected Bluetooth device, you may fail to connect the headset to other devices via Bluetooth connection. In that case, operate the last connected Bluetooth device and disconnect the Bluetooth connection.
Check if the Bluetooth device is in sleep mode. If the device is in sleep mode, cancel the sleep mode.
Check if the Bluetooth connection has been terminated. If terminated, make the Bluetooth connection again.
If the pairing information for the headset has been deleted on the Bluetooth device, pair the headset with the device again.
If the effect of noise canceling is not sufficient.
Make sure that the noise canceling function is turned on.
Adjust the headset into a comfortable position.
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
Check that the Adaptive Sound Control is turned off.
Check the setting of the Adaptive Sound Control on the “Sony | Headphones Connect” app. When the Adaptive Sound Control is turned on, the noise canceling function may become insufficient.
Resetting or Initializing the headset may resolve the issue.
If the headset cannot be turned on or cannot be operated even when it is turned on, press both the power button and the CUSTOM button simultaneously while charging. The headset will be reset. The device registration (pairing) information is not deleted. If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.
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:
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,
Kris
Written by a customer while visiting sony.com
Customer Rating
2
Really Disappointed
on August 21, 2020
Posted by: somedude
Gender:Male
I was very much looking forward to using the new headphones and taking advantage of some of the new features added with the XM4 such as multi device pairing and improved comfort. I have to say my initial excitement was only matched by my disappointment when I learned multiple device pairing requires LDAC to be disabled. I spend hours with headphones on every day due to lengthy web conferences and listening to music. My first conference call was met with complaints about my robotic voice or garbled speech. It was obvious to everyone I had an issue with my bluetooth headset. I tried changing almost every combination of setting to alleviate the issue. I ultimately ended up reverting back to my tried and true WH-1000XM3 and the WH-1000XM4 is on its way back to the store. It's too bad because I was expecting to recommend these to my employees and approve a few expense reports for them.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, August 24, 2020
Hi somedude, we're sorry to hear that you had returned your new SONY unit. This is definitely the experience we don't want you to have. You may need to confirm if the connected devices also support LDAC. When music in supported codecs is transmitted from a connected device, the headset switches to that codec automatically and plays back the music in the same codec. Install the latest headset software using the “Sony | Headphones Connect” app to enjoy new functions or to resolve a certain number of issues with the headset. Always use the headset with the latest software installed. The call issues could also be isolated by initializing the unit:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
We have our customer support that always happy to assist you. you may email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
We hope you reconsider SONY again. Thank you. ~Earl
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
We have our customer support that always happy to assist you. you may email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
We hope you reconsider SONY again. Thank you. ~Earl
Written by a customer while visiting sony.com
Customer Rating
1
Great headphones but...
on September 18, 2020
Posted by: BGHNY
Gender:Male
I've been wearing these for a few weeks and there is an annoying clicking sound that developed in the left headphone. When I move my face or turn my head... click, click, click. It is driving me crazy and not what I would expect after doing my research and buying what I thought would be the best bluetooth noise cancelling headphones on the market.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, September 21, 2020
Hi BGHNY,
Thank you for bringing this to our attention, and we're so sorry to hear you're having an issue with the left side of your WH-1000XM4. This is definitely not the experience we'd like you to have in our newest industry-leading, Noise Canceling headphones. We would really like to understand the issues you're having and help you out. We have some troubleshooting that might help you in solving the issues, and 1-year limited warranty for service if more than troubleshooting is needed. Please email us at socialsupport@am.sony.com with the following details so we can assist you further.
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Romeo
Sony Social Support
Thank you for bringing this to our attention, and we're so sorry to hear you're having an issue with the left side of your WH-1000XM4. This is definitely not the experience we'd like you to have in our newest industry-leading, Noise Canceling headphones. We would really like to understand the issues you're having and help you out. We have some troubleshooting that might help you in solving the issues, and 1-year limited warranty for service if more than troubleshooting is needed. Please email us at socialsupport@am.sony.com with the following details so we can assist you further.
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
1
Bad ANC
on April 29, 2021
Posted by: nicke19
Gender:Male
Sony is lying. There is no noise cancellation on these headphones. I wasted 30 mins changing the configuration of the hooks and the ear tips to see if that helps. Nothing! Sony should refund everyone's money a fix it through a firmware update. Also, it kept dropping the music from a right bud. It was fixed after they were re-initialized, and the settings in the app changed to prioritize the connection. The music quality was really good, but I was excited about the ANC, which was a dud. I would recommend those who value ANC to look elsewhere. Very disappointed in Sony for marketing these as noise canceling.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, April 29, 2021
Hi nicke19, while we are glad to hear that you are happy with the sound quality of your WFSP800N Headphones, we are sorry to hear that you are experiencing issues with the noise cancelling feature. We'd love to troubleshoot the issue and make this a better experience for you. Please follow these steps to isolate and troubleshoot the issue that you are experiencing.
-Make sure that the noise canceling function is turned on.
-When you feel the noise canceling function and low frequency sound are insufficient, change the earbuds to ones that feel more sealed.
-When changing the earbuds, try the earbud sizes in order from the larger sizes to the smaller sizes.
-The size of the left and right earbuds may be different.
-Adjust the headset into a comfortable position.
-The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
-Check that the Adaptive Sound Control is turned off.
-Check the setting of the Adaptive Sound Control on the “Sony | Headphones Connect” app. When the Adaptive Sound Control is turned on, the noise canceling function may become insufficient.
Should you need further assistance, please contact us for help.
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:
Model Number:
Issue:
Regards,
Carl
-Make sure that the noise canceling function is turned on.
-When you feel the noise canceling function and low frequency sound are insufficient, change the earbuds to ones that feel more sealed.
-When changing the earbuds, try the earbud sizes in order from the larger sizes to the smaller sizes.
-The size of the left and right earbuds may be different.
-Adjust the headset into a comfortable position.
-The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
-Check that the Adaptive Sound Control is turned off.
-Check the setting of the Adaptive Sound Control on the “Sony | Headphones Connect” app. When the Adaptive Sound Control is turned on, the noise canceling function may become insufficient.
Should you need further assistance, please contact us for help.
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:
Model Number:
Issue:
Regards,
Carl
Written by a customer while visiting sony.com
Posted by: J1234567810
Gender:Male
Verified Purchase:Yes
It should be simple to enable me to toggle between two devices on the app. The headphones will allow me to toggle from a laptop to my iphone by double tapping on the right earpiece. But I can't easily switch back and forth any other way. Sorry, that's just lazy engineering!
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 8, 2020
Hi J1234567810,
We're sorry to hear that you're experiencing switching issue from your iPhone and laptop on your WH-1000XM4 Headphones. We'd like to help troubleshoot the issue and make this a better experience for you. Note that Multipoint connection works with only two devices at a time. Make sure that the headphones have the latest software update as it improves the overall performance of the headphones. Resetting and initializing the headset may resolve the switching issue. Please follow the steps below:
Resetting the headset
If the headset cannot be turned on or cannot be operated even when it is turned on, press both the power button and the CUSTOM button simultaneously while charging. The headset will be reset. The device registration (pairing) information is not deleted. If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.
If the headset does not operate correctly even after resetting, initialize the headset. 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. This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the device and then pair them again.
We value your opinion regarding with switching devices on the Sony Headphone Connect App. We will have this noted as it helps us to improve the performance of our product quality and services.
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:
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,
Kris
We're sorry to hear that you're experiencing switching issue from your iPhone and laptop on your WH-1000XM4 Headphones. We'd like to help troubleshoot the issue and make this a better experience for you. Note that Multipoint connection works with only two devices at a time. Make sure that the headphones have the latest software update as it improves the overall performance of the headphones. Resetting and initializing the headset may resolve the switching issue. Please follow the steps below:
Resetting the headset
If the headset cannot be turned on or cannot be operated even when it is turned on, press both the power button and the CUSTOM button simultaneously while charging. The headset will be reset. The device registration (pairing) information is not deleted. If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.
If the headset does not operate correctly even after resetting, initialize the headset. 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. This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the device and then pair them again.
We value your opinion regarding with switching devices on the Sony Headphone Connect App. We will have this noted as it helps us to improve the performance of our product quality and services.
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:
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,
Kris
Written by a customer while visiting sony.com
Posted by: Ruchika
Gender:Female
Verified Purchase:Yes
Headphones keep switching between iphone music and tv on its own. Also even though mobile app will show that headphone is connected to TV but in actual it will be playing iphone music
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, November 16, 2020
Hi Ruchika, 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. You may try reconnecting the headphones on both devices. When pairing the headphones make sure to select WH-1000XM4, rather than LE_WH-1000XM4 on the source device.
Please make sure the unit always has the latest software. You may follow the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads/00017022
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
Please make sure the unit always has the latest software. You may follow the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads/00017022
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