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
Prefer the Sony wh1000xm3 to the new ones
on September 4, 2020
Posted by: Sonyxm34
Gender:Male
I bought the xm4 a few days after the release , I expected better quality than the xm3 but I was disappointed. The feature for surround sound vpt setting was removed and that was one of the best feature in my opinion. If they release an update in which they can be used again I would rate these headphones the best yet. Hopefully they’ll be an update soon. Design was also not as good compared to the xm3 it has more a matte finishing and not as comfortable feel as the previous generation. Overall I would have stuck with the xm3
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, September 6, 2020
Hi Sonyxm34, we're sorry to hear that our product failed to meet your expectations. Sony takes into consideration all feedback to improve the performance and quality of our products and services. We're always looking to make Sony better. We appreciate your time sharing this feedback. Thanks! ~Earl
Written by a customer while visiting sony.com
Customer Rating
3
unusable audio when paired to windows10 laptop
on December 11, 2020
Posted by: karl hungus
Gender:Male
these are awesome with android. the app works great.
they fall apart on windows. the audio stutters almost constantly.
if a product is priced this high, I'd expect thorough software design and verification.
sony needs to write a decent windows driver, which can handle the inevitable occasional dropped bluetooth packets....
they fall apart on windows. the audio stutters almost constantly.
if a product is priced this high, I'd expect thorough software design and verification.
sony needs to write a decent windows driver, which can handle the inevitable occasional dropped bluetooth packets....
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 15, 2020
Hi Karl,
We're glad that you like the app of the headphones. it's unfortunate that you're having sound issues with the headphones. Make sure to update the software version of the headphones (via the Sony Headphones Connect app) for optimum performance. The communication between the devices will be poor if there is an obstruction between the unit and the connected device. Try the following:
-Change the position or location of the unit or connected device.
-If the connected device has a cover on it, take it off to improve the communication distance.
-If the connected device is in a bag or in a pocket, try moving the position of the device.
-Place the devices closer together to improve signal transmission
You may try setting the Sound quality mode to Priority on stable connection and see if it resolves the problem.
- Launch the Sony | Headphones Connect app.
- Set the Sound quality mode to Priority on a stable connection.
Bluetooth communications may be disabled, or noise or audio dropout may occur under the following conditions.
-When there is a human body between the headset and the Bluetooth device
-In places with wireless LAN, where a microwave oven is used, electromagnetic waves are generated, etc.
-Use the headset at least 10 m (30 feet) away from the wireless LAN device or turn off the wireless LAN device.
If you are enjoying music with your smartphone, the situation may be improved by shutting down unnecessary apps or restarting your smartphone.
Connect the headset and the Bluetooth device once again.
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 glad that you like the app of the headphones. it's unfortunate that you're having sound issues with the headphones. Make sure to update the software version of the headphones (via the Sony Headphones Connect app) for optimum performance. The communication between the devices will be poor if there is an obstruction between the unit and the connected device. Try the following:
-Change the position or location of the unit or connected device.
-If the connected device has a cover on it, take it off to improve the communication distance.
-If the connected device is in a bag or in a pocket, try moving the position of the device.
-Place the devices closer together to improve signal transmission
You may try setting the Sound quality mode to Priority on stable connection and see if it resolves the problem.
- Launch the Sony | Headphones Connect app.
- Set the Sound quality mode to Priority on a stable connection.
Bluetooth communications may be disabled, or noise or audio dropout may occur under the following conditions.
-When there is a human body between the headset and the Bluetooth device
-In places with wireless LAN, where a microwave oven is used, electromagnetic waves are generated, etc.
-Use the headset at least 10 m (30 feet) away from the wireless LAN device or turn off the wireless LAN device.
If you are enjoying music with your smartphone, the situation may be improved by shutting down unnecessary apps or restarting your smartphone.
Connect the headset and the Bluetooth device once again.
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
3
Lacking bass and no Virtual Surround Sound anymore
on August 25, 2020
Posted by: Larcenciel
Gender:Male
I owned WH-1000XM3, and one of the features I like is to have different settings of sound from the Virtual Surround Sound. By setting it to Arena or Club this will boost the bass which makes big difference.
The XM3 have a nice vibration to them that tingles your ears if your pump it to the max, that's sorely lacking in the XM4.
Even though there is a default EQ which can be changed, the bass still lacking, very weak, and the feature of Virtual Surround Sound has been removed by Sony.
There are plenty other people who have same opinion about this missing feature, and weak bass.
I hope the Sony support will pass on this feedback and hoping with the new firmware or Headphones app update, Sony can bring back the Virtual Surround Sound or something similar.
The XM3 have a nice vibration to them that tingles your ears if your pump it to the max, that's sorely lacking in the XM4.
Even though there is a default EQ which can be changed, the bass still lacking, very weak, and the feature of Virtual Surround Sound has been removed by Sony.
There are plenty other people who have same opinion about this missing feature, and weak bass.
I hope the Sony support will pass on this feedback and hoping with the new firmware or Headphones app update, Sony can bring back the Virtual Surround Sound or something similar.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, August 26, 2020
Hi Larcenciel, we appreciate your honest review of the headphones. Your feedback about the Surround (VPT) function and bass quality is greatly appreciated. Rest assured that this will help us improve the quality and performance of our products. Thanks for sharing your review. ~Ralph
Written by a customer while visiting sony.com
Customer Rating
1
Almost worthless
on September 8, 2020
Posted by: Joe Dollar
Gender:Male
Terrible battery life, difficulty syncing, and worst tech switch I've made in a while. Used to have LG's should've stayed. Out the box it has almost the same battery life... Problem is my LGs were about 6 years old! The battery went down over those 6 years. In it's prime they'd run laps around these sorry excuses of audio.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, September 11, 2020
Hi Joe, Thank you for the feedback on your experience with your WF-SP800N. We regret to hear you're having issues with the battery life and Bluetooth connectivity of the unit.
This is usually not the case for our headphones and definitely not the experience we want you to have. We want to try to make this a better experience for you, so please try the troubleshooting steps below:
First, please make sure that the speaker is fully charged to obtain the stated battery life capacity.
To maximize the built-in battery life of this unit, please refer to the information below:
The available operating times of the headset with the battery fully charged are as follows:
Bluetooth connection
Music playback time
Codec Noise canceling function/Ambient Sound Mode Available operating time
AAC Noise canceling function: ON Max. 9 hours
AAC Ambient Sound Mode: ON Max. 9 hours
AAC OFF Max. 13 hours
SBC Noise canceling function: ON Max. 9 hours
SBC Ambient Sound Mode: ON Max. 9 hours
SBC OFF Max. 13 hours
By using the “Sony | Headphones Connect” app, you can check which codec is used for a connection.
Note:
Usage hours may be different depending on the settings and conditions of use.
And, if you have difficulty pairing the headphones, please follow the troubleshooting steps on the link below:
https://helpguide.sony.net/mdr/wfsp800n/v1/en/contents/TP0002755730.html
If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Sam
This is usually not the case for our headphones and definitely not the experience we want you to have. We want to try to make this a better experience for you, so please try the troubleshooting steps below:
First, please make sure that the speaker is fully charged to obtain the stated battery life capacity.
To maximize the built-in battery life of this unit, please refer to the information below:
The available operating times of the headset with the battery fully charged are as follows:
Bluetooth connection
Music playback time
Codec Noise canceling function/Ambient Sound Mode Available operating time
AAC Noise canceling function: ON Max. 9 hours
AAC Ambient Sound Mode: ON Max. 9 hours
AAC OFF Max. 13 hours
SBC Noise canceling function: ON Max. 9 hours
SBC Ambient Sound Mode: ON Max. 9 hours
SBC OFF Max. 13 hours
By using the “Sony | Headphones Connect” app, you can check which codec is used for a connection.
Note:
Usage hours may be different depending on the settings and conditions of use.
And, if you have difficulty pairing the headphones, please follow the troubleshooting steps on the link below:
https://helpguide.sony.net/mdr/wfsp800n/v1/en/contents/TP0002755730.html
If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Sam
Written by a customer while visiting sony.com
Customer Rating
3
Fantastic features, but....
on December 29, 2020
Posted by: Libravirgo7895
Gender:Female
They are almost perfect, except for the fact that when I pair them to my 2018 and 2019 Samsung tvs, not only is there static, they lag pretty badly. This has continued even after I exchanged the first pair for a second pair and purchased a bluetooth transmitter, upon the Sony reps advice.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 5, 2021
Hi Libravirgo7895, we are really sorry about what happened and for the inconvenience. This is definitely not the experience we wanted you to have in our premium headphones. Let's isolate the problem by following the steps below:
• To stream high-quality music, the headphones must be paired to a Bluetooth® enabled TV that supports the A2DP (Advanced Audio Distribution Profile) profile.
• Update the firmware of the headphones to the latest version (v.2.0.7) as it includes key features, applications, bug fixes, and feature improvements. For instructions, please visit https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads/00017022.
If this does not help, please email us at socialsupport@am.sony.com so we can better assist you. 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:
Issue:
Model Number:
We're looking forward to your message, and thanks for considering Sony!
Sincerely,
Romeo
Sony Social Support
• To stream high-quality music, the headphones must be paired to a Bluetooth® enabled TV that supports the A2DP (Advanced Audio Distribution Profile) profile.
• Update the firmware of the headphones to the latest version (v.2.0.7) as it includes key features, applications, bug fixes, and feature improvements. For instructions, please visit https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads/00017022.
If this does not help, please email us at socialsupport@am.sony.com so we can better assist you. 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:
Issue:
Model Number:
We're looking forward to your message, and thanks for considering Sony!
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
1
Beware – no active noise canceling.
on January 12, 2021
Posted by: P4TR15
Gender:Male
I bought these and it was a big disappointment, because I expected them to have proper active noise canceling, but these headphones are just not capable of that.
I do not recommend these if you're looking for active noise cancelling, because they just do not do that.
The terrible:
– Noise canceling. There is none of the proper Active Noise Canceling I did experience on other headphones that really cancel the noises. From my experience, these only really cancel the noises that in-ear earphones can physically cancel by blocking your ear canal. This is basically it. Sony promised: No distractions with digital noise cancellation. Well, it just doesn't do much, or barely does anything to be honest. I tried them at home and I can still hear people speaking, I tried them running near a busy street – all the noise was present.
– Sony's Ambient Sound Mode – it supposed to let you heat what is happening around you when it's necessary (i.e. you cross a busy street, bike in traffic etc.). Well... it works, but it's really really bad and terrible. Why? Well, I ran a trail by a busy highway and I turned it on to hear the difference. It was a little windy and I ran and all I could hear was some music I was listening and a noise of wind blowing up the earphone microphones. Noise of wind. Noise of wind in my ears. This is a feature, Sony? Really?! I can not imagine using this "feature" whilst riding a road-bike.
Come on, it's a gimmick on these headphones, just like "Noise canceling". Did I mention, that the traffic noise was present even with the "Noise canceling" on? I did now.
– Noise canceling. There is none of the proper Active Noise Canceling I did experience on other headphones that really cancel the noises. From my experience, these only really cancel the noises that in-ear earphones can physically cancel by blocking your ear canal. This is basically it. Sony promised: No distractions with digital noise cancellation. Well, it just doesn't do much, or barely does anything to be honest. I tried them at home and I can still hear people speaking, I tried them running near a busy street – all the noise was present.
– Sony's Ambient Sound Mode – it supposed to let you heat what is happening around you when it's necessary (i.e. you cross a busy street, bike in traffic etc.). Well... it works, but it's really really bad and terrible. Why? Well, I ran a trail by a busy highway and I turned it on to hear the difference. It was a little windy and I ran and all I could hear was some music I was listening and a noise of wind blowing up the earphone microphones. Noise of wind. Noise of wind in my ears. This is a feature, Sony? Really?! I can not imagine using this "feature" whilst riding a road-bike.
Come on, it's a gimmick on these headphones, just like "Noise canceling". Did I mention, that the traffic noise was present even with the "Noise canceling" on? I did now.
– I tried these for sport for the first time by running in winter. Obviously I had to wear a winter running hat. And it was terrible. My ear canals were hurt by the earbuds because the running hat was pushing on these protruding and rather big headphones. And the hat was really slack and not a tight fitting one. I had no such problems with i.e. Beats X and Apple Airpods before.
The good:
– they sound pretty well
– overall quite nice quality and design
– they fit well in ear and do not move around or fall out
– they can be washed
– they sound pretty well
– overall quite nice quality and design
– they fit well in ear and do not move around or fall out
– they can be washed
Sorry, Sony WF-SP800N, I tried to like you and I hoped to love you, but you did not do what you promised and that made me return you. I wanted noise canceling, you gave me some gimmicks. That's that.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 12, 2021
Hi P4TR15, thank you for sharing your feedback on your experience with your wf-sp800n. We regret that the headphones did not meet your expectations.
To maximize the effectiveness of Noise Canceling and to achieve optimal Sound Quality (particularly bass frequencies) it is important to minimize any gap that exists between your ears and the earbuds. Please choose the size of earbuds and arc supporters that results in the tightest seal. (Try the earbud sizes in order from larger to smaller.) A tighter seal may also be achieved by lightly pulling up on the top of the ear and twisting the headset as you place it in your ear. To achieve maximum stability select the size of arc supporter that fits comfortably and snugly inside your ear grooves.
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
To maximize the effectiveness of Noise Canceling and to achieve optimal Sound Quality (particularly bass frequencies) it is important to minimize any gap that exists between your ears and the earbuds. Please choose the size of earbuds and arc supporters that results in the tightest seal. (Try the earbud sizes in order from larger to smaller.) A tighter seal may also be achieved by lightly pulling up on the top of the ear and twisting the headset as you place it in your ear. To achieve maximum stability select the size of arc supporter that fits comfortably and snugly inside your ear grooves.
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
Posted by: Clo264
Gender:Male
Verified Purchase:Yes
I bought this product back in January and the left earbud no longer charges.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, February 19, 2021
Hi Clo264,
This is not the experience that we want you to have. Make sure that the headset is set into the charging case securely. Set the headset into the charging case and close the lid of the charging case. You may be able to resolve some issues by setting the headset into the charging case. Resetting and initializing the headset may also help resolve the issue:
https://helpguide.sony.net/mdr/wfsp800n/v1/en/contents/TP0002755682.html
https://helpguide.sony.net/mdr/wfsp800n/v1/en/contents/TP0002755684.html
If still not resolved, please email the below information to socialsupport@am.sony.com:
Full Name:
Sony.com Username:
Telephone Number:
Sony Headphones Model Number:
Additional Information regarding your experience with the WF-SP800N.
Sincerely,
-Ralph
Sony Social Support
This is not the experience that we want you to have. Make sure that the headset is set into the charging case securely. Set the headset into the charging case and close the lid of the charging case. You may be able to resolve some issues by setting the headset into the charging case. Resetting and initializing the headset may also help resolve the issue:
https://helpguide.sony.net/mdr/wfsp800n/v1/en/contents/TP0002755682.html
https://helpguide.sony.net/mdr/wfsp800n/v1/en/contents/TP0002755684.html
If still not resolved, please email the below information to socialsupport@am.sony.com:
Full Name:
Sony.com Username:
Telephone Number:
Sony Headphones Model Number:
Additional Information regarding your experience with the WF-SP800N.
Sincerely,
-Ralph
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
1
Poor bass, poor quality for the price
on March 4, 2021
Posted by: Anonymous
Gender:Male
Poor bass, app to control the headphones ugly interface, equalizer absolute garbage, clear bass button does do anything. Price too hi for the quality.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 5, 2021
Hi Celestino Macedo,
We regret to hear that the headphones are not performing to your standards. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance. These steps may help improve your experience with the sound quality:
-Keep the headset away from a microwave oven, wireless LAN device, etc.
-Bring the headset closer to the Bluetooth device. Remove any obstacles between the headset and the Bluetooth device.
-Keep the headset away from a TV.
-When playing music, if the headset and the transmitting Bluetooth device are connected via an HFP or HSP Bluetooth connection, switch the Bluetooth connection to A2DP with the connected device.
-When using a video calling application on a computer, switch the Bluetooth connection to HFP or HSP with the computer. During a video call, sound quality may become low due to the conditions of the communication line.
-When listening to music from a computer on the headset, the sound quality may be poor (e.g., difficult to hear the singer’s voice, etc.) for the first few seconds after a connection is established. This is due to the computer specifications (priority on stable connection at the start of transmission and then switches to priority on sound quality several seconds later) and is not a headset malfunction. If the sound quality does not improve after a few seconds, use the computer to establish an A2DP connection. As for the operations on your computer, refer to the operating instructions supplied with the computer.
-When [Connect to 2 devices simultaneously] is turned on with the “Sony | Headphones Connect” app, LDAC cannot be used. If you want to use LDAC for music playback, turn [Connect to 2 devices simultaneously] off.
Sony takes all feedback seriously. Rest assured that this will help us improve our products.
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/.
Regards,
-Ralph
We regret to hear that the headphones are not performing to your standards. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance. These steps may help improve your experience with the sound quality:
-Keep the headset away from a microwave oven, wireless LAN device, etc.
-Bring the headset closer to the Bluetooth device. Remove any obstacles between the headset and the Bluetooth device.
-Keep the headset away from a TV.
-When playing music, if the headset and the transmitting Bluetooth device are connected via an HFP or HSP Bluetooth connection, switch the Bluetooth connection to A2DP with the connected device.
-When using a video calling application on a computer, switch the Bluetooth connection to HFP or HSP with the computer. During a video call, sound quality may become low due to the conditions of the communication line.
-When listening to music from a computer on the headset, the sound quality may be poor (e.g., difficult to hear the singer’s voice, etc.) for the first few seconds after a connection is established. This is due to the computer specifications (priority on stable connection at the start of transmission and then switches to priority on sound quality several seconds later) and is not a headset malfunction. If the sound quality does not improve after a few seconds, use the computer to establish an A2DP connection. As for the operations on your computer, refer to the operating instructions supplied with the computer.
-When [Connect to 2 devices simultaneously] is turned on with the “Sony | Headphones Connect” app, LDAC cannot be used. If you want to use LDAC for music playback, turn [Connect to 2 devices simultaneously] off.
Sony takes all feedback seriously. Rest assured that this will help us improve our products.
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/.
Regards,
-Ralph
Written by a customer while visiting sony.com