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
1
Right side dead
on March 26, 2021
Posted by: Steve glenn
Gender:Male
Right Ear piece fell out of my ear(can’t get either one to stay in very well) & landed in water. Retrieved it IMMEDIATELY! It still worked! Next time I used them, right side was DEAD! Water resistant? NOT SO MUCH! Used these maybe 4 times before water incident. Talk about wasted $! The worst part is they were a gift! Was by offered Bose &, or Beats-went with Sony to save C my friend some $, thinking Sony’s would be great(have had many Sony audio products that were durable & ROCKED. Hoped these would as well. they rocked-Not so durable!)
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 30, 2021
Hi Steve,
Thank you for the feedback on your experience with your WF-SP800N. We're sorry to hear the right earbud have malfunctioned after it falls into the water or accidentally gets wet. We value your input and appreciate the feedback. Please allow us to help you and turn this into a better experience.
On water resistant performance of the headset, the water resistant specifications of this headset are equivalent to IPX5: The headset will maintain its operability even when exposed to direct jet streams of water from any direction (except for the sound conduits (sound output tubes) of the headset).
The sound conduits (sound output tubes) of the headset are not completely watertight. If water remains in the sound output holes, the sound may become muffled or completely inaudible. If this happens, remove the earbuds, position the sound output holes facing downward, and shake several times to get the water out. If perspiration or water is left on the charging port of the unit, it may impair the ability to charge the unit. Use a soft dry cloth to wipe off any water that gets on the headset.
You may follow the procedure on the Help Guide of this unit if the headset does not operate properly: https://helpguide.sony.net/mdr/wfsp800n/v1/en/contents/TP0002755672.html
If the problem persists, may we contact you to help? If so, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
We appreciate you and thanks for letting us help assist you.
Sincerely,
Jess
Thank you for the feedback on your experience with your WF-SP800N. We're sorry to hear the right earbud have malfunctioned after it falls into the water or accidentally gets wet. We value your input and appreciate the feedback. Please allow us to help you and turn this into a better experience.
On water resistant performance of the headset, the water resistant specifications of this headset are equivalent to IPX5: The headset will maintain its operability even when exposed to direct jet streams of water from any direction (except for the sound conduits (sound output tubes) of the headset).
The sound conduits (sound output tubes) of the headset are not completely watertight. If water remains in the sound output holes, the sound may become muffled or completely inaudible. If this happens, remove the earbuds, position the sound output holes facing downward, and shake several times to get the water out. If perspiration or water is left on the charging port of the unit, it may impair the ability to charge the unit. Use a soft dry cloth to wipe off any water that gets on the headset.
You may follow the procedure on the Help Guide of this unit if the headset does not operate properly: https://helpguide.sony.net/mdr/wfsp800n/v1/en/contents/TP0002755672.html
If the problem persists, may we contact you to help? If so, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
We appreciate you and thanks for letting us help assist you.
Sincerely,
Jess
Written by a customer while visiting sony.com
Customer Rating
3
Not available in White anymore
on February 9, 2021
Posted by: Aron12
Gender:Male
I have heard great things about these earphones and ones that my friends have sound incredible. They are great for working out as well. However, the white version is no longer available which is disappointing as it was my favorite of the available ones.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, February 10, 2021
Hi Aron12,
We are really sorry if your color choice for our WF-SP800N is not available. We will have your feedback noted as we always strive to make this a better experience. We are not sure where you purchase these headphones, however, you might also consider checking our authorized dealer for the availability of the white version of our WF-SP800N.
If there’s anything we can do to help, please email us at socialsupport@am.sony.com with the following details so we can better assist you.
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
Thank you so much for choosing Sony!
Sincerely,
Romeo
Sony Social Support
We are really sorry if your color choice for our WF-SP800N is not available. We will have your feedback noted as we always strive to make this a better experience. We are not sure where you purchase these headphones, however, you might also consider checking our authorized dealer for the availability of the white version of our WF-SP800N.
If there’s anything we can do to help, please email us at socialsupport@am.sony.com with the following details so we can better assist you.
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
Thank you so much for choosing Sony!
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
1
it is not the big thing
on March 2, 2021
Posted by: N30MX
Gender:Male
They don't sound loud and stop listening to music when I say a word.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 4, 2021
Hi N30MX, Thank you for the feedback on your experience with your WH-1000XM4. Please follow these steps if you can't hear any sound or if the sound level is low from your headphones after playing audio from a connected source device.
Turn up the volume of the headset and the connected device.
Connect the Bluetooth device to the headset once again.
Please make sure that the firmware version of the headphones is up to date.
This headset has a Speak-to-Chat feature that automatically turns off the music when it detects any type of audio spoken by the person wearing the headset.
Please turn off the Speak-to-Chat feature using the Headphones Connect app if you don't want the music to stop if you say a word.
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
Turn up the volume of the headset and the connected device.
Connect the Bluetooth device to the headset once again.
Please make sure that the firmware version of the headphones is up to date.
This headset has a Speak-to-Chat feature that automatically turns off the music when it detects any type of audio spoken by the person wearing the headset.
Please turn off the Speak-to-Chat feature using the Headphones Connect app if you don't want the music to stop if you say a word.
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
Customer Rating
4
Great sound quality, can be better with functional
on April 10, 2021
Posted by: ash88
Gender:Male
Sound quality is grea, but it has few bugs:
once you remove from ears, the music pauses but when you play the music after that even if it is out of ears, it is still paired and plays music.
Multiple device switching is sometimes not that seamless. Hire better software engineers.
once you remove from ears, the music pauses but when you play the music after that even if it is out of ears, it is still paired and plays music.
Multiple device switching is sometimes not that seamless. Hire better software engineers.
Response from sony.comBy Sony North America Customer Support, April 14, 2021
Hi ash88, we're glad you like the sound quality of our product. We're sorry to hear that you have issues with your SONY unit.
When you listen to music while wearing the headset on your ears, the headset will pause music playback automatically if the headset is removed. When the headset is worn again, the headset resumes music playback. Please check this link for more information:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002928786.html?search=wear
For multipoint issues, please follow this link:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002935899.html
If you require any additional support in regards to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
~Earl
When you listen to music while wearing the headset on your ears, the headset will pause music playback automatically if the headset is removed. When the headset is worn again, the headset resumes music playback. Please check this link for more information:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002928786.html?search=wear
For multipoint issues, please follow this link:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002935899.html
If you require any additional support in regards to this product, 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
Customer Rating
5
This headphone is a beast
on April 16, 2021
Posted by: Tamiilore
Gender:Male
I just got them recently. Coming from the airpods pro, this is a massive upgrade.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, April 18, 2021
Hi Tamiilore, Awesome! We're glad that you like your upgrade. 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 choosing Sony! Erin
Written by a customer while visiting sony.com
Customer Rating
3
Disappointed
on April 21, 2021
Posted by: bburke
Gender:Male
I got these headphones as a gift after having the x3s since they came out. I have to say I’m thoroughly disappointed. Not only with the lack of features on the app, which they somehow made worse with the new headphones by taking more features away, but by the overall feel and sound quality as well. I find myself reaching for the old x3s over these new headphones every single time. Do not buy unless it’s a choice between these and the latest bose headset.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, April 26, 2021
Hi bburke, we are sorry to hear that the WH-1000XM4 headphones did not meet all of your expectations. We took note of your feedback as this will help improving our product and services. Thank you for sharing your experience and for choosing Sony.
Regards,
Carl
Regards,
Carl
Written by a customer while visiting sony.com
Customer Rating
1
Never been so disappointed with a product
on May 20, 2021
Posted by: Culo
Gender:Male
These headphones keep changing configurations on me. I tried everything: resetting, deleting the app, deactivating SIRI, and nothing. Worst product ever
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, May 25, 2021
Hi Culo, We are sorry to hear that you are experiencing issues with the configuration of the headphones that keeps on changing. We'd love to troubleshoot the issue that you are having and make this a better experience for you. In the meantime, please make sure that the headphones are up to date as this will improve the overall performance of the headphones. You may use the Headphones Connect app to update the WH-1000XM4 Headphones.
Here is the link for the software update of the WH-1000XM4 (v2.5.0)
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/software/00261613
You may also try and initialize the headphones.
To initialize: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
Should you need further assistance, please contact us for help.
Pease 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
Here is the link for the software update of the WH-1000XM4 (v2.5.0)
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/software/00261613
You may also try and initialize the headphones.
To initialize: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
Should you need further assistance, please contact us for help.
Pease 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
Customer Rating
1
NEEDS some important software updates.
on June 4, 2021
Posted by: StephenR
Gender:Male
I got these for christmas back in 2020. early on these were wonderful, the sound quality is amazing, the touch controls were convenient, and the setup was simple and effective, HOWEVER there are some software features these NEED if i am to reccomend these to anyone. Speak to chat will turn on randomly even if i have the feature turned off in the app. The amount of times im watching content or listening to music only to have it stop because of this "feature" that i have TURNED OFF is infuriating. They also NEED to let us choose what touch controls WE WANT. I only personally care for the volume control and skip track features but there are multiple additional controls that i dont want to use. The extra controls would be nice IF they were optional but instead it's all or nothing. I would love to reccomend these to everyone but these issues make me hate using these things. Even just google searching the speak to chat issue brings up tons of forum posts and threads of people with the EXACT SAME ISSUES.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, June 8, 2021
Hi StephenR,
Thanks for sharing your review and experience with the WH1000XM4 headphones. We're glad that you like the sound quality, touch controls, and had an easy time setting it up. Your feedback about selecting specific touch functions is greatly appreciated.
It unfortunate that the Speak-to-Chat function is not working properly. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance. Resetting and initializing the headset may help resolve the issue:
Resetting the headset
-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.
Initializing 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.
If still not resolved, 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 WH1000XM4.
We appreciate you and thanks again for shopping Sony!
Sincerely,
-Ralph
Thanks for sharing your review and experience with the WH1000XM4 headphones. We're glad that you like the sound quality, touch controls, and had an easy time setting it up. Your feedback about selecting specific touch functions is greatly appreciated.
It unfortunate that the Speak-to-Chat function is not working properly. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance. Resetting and initializing the headset may help resolve the issue:
Resetting the headset
-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.
Initializing 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.
If still not resolved, 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 WH1000XM4.
We appreciate you and thanks again for shopping Sony!
Sincerely,
-Ralph
Written by a customer while visiting sony.com