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
Bought 2 pair- same problem...HELP!!!
on June 8, 2021
Posted by: Tiffanym257
Gender:Female
I initally bought a pair if these as a 1st time Sony earbud buyer rhinking "Why not give it a try". I primarily use them for calls more than music. Love them!!
I ended up dropping the case a time or 2 so then when i would take a call tne caller would come through very distorted & static-y. I then waa on a road trip & EVERONE I spoke to as i was on the road said they could hardly hear me but heard a crackling sound. I attributed this to my butterfingers & dropping case so when i reached my destination I purchased ANOTHER set (2 week return option had lapses).
THE ISSUE REMAINS- CALL ANSWER INCOMING CALLER IS DISTORTED.
I have to toggle the bluetooth on & off to get normalcy...
UMMM SONY PLEASE EXPLAIN!
PHONE IS A SAMSUNG GALAXY S20+5G
I ended up dropping the case a time or 2 so then when i would take a call tne caller would come through very distorted & static-y. I then waa on a road trip & EVERONE I spoke to as i was on the road said they could hardly hear me but heard a crackling sound. I attributed this to my butterfingers & dropping case so when i reached my destination I purchased ANOTHER set (2 week return option had lapses).
THE ISSUE REMAINS- CALL ANSWER INCOMING CALLER IS DISTORTED.
I have to toggle the bluetooth on & off to get normalcy...
UMMM SONY PLEASE EXPLAIN!
PHONE IS A SAMSUNG GALAXY S20+5G
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, June 9, 2021
Hi Tiffanym257, thank you for your review. It is really unfortunate to hear you are having a phone call quality issue with our WF-SP800N. This is definitely not the experience we wanted you to have on our premium headphones.
For the call quality, some of these issues can be fixed by updating the firmware of your headphones to the latest version (Version 1.1.0 - Released 04/14/2021). The firmware update improves the functionality and features of your headphones. It also provides fixes to any performance issues that you are encountering.
If the issue persists, please follow the steps below to further isolate 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 this does not 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:
Sincerely,
Romeo
Sony Social Support
For the call quality, some of these issues can be fixed by updating the firmware of your headphones to the latest version (Version 1.1.0 - Released 04/14/2021). The firmware update improves the functionality and features of your headphones. It also provides fixes to any performance issues that you are encountering.
If the issue persists, please follow the steps below to further isolate 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 this does not 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:
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
5
Perfect for family use.
on July 30, 2021
Posted by: Jessica Ehlers
Gender:Female
[This review was collected as part of a promotion.] Getting the attention of my family member to go deal with food in the kitchen or clean up their laundry used to be frustrating before I had them try these headphones. These have a special feature where it not only cancels out the noise, it auto-pauses their music when you interrupt or start having a conversation. If they take their headphones off, it also pauses. In trying to work from home, I am needing to work on spreadsheets much more and late at night. These help me focus on my work if my family member is watching TV. They also work when I need to focus on my work and don't want to hear my family member's loud music. My family member loves these so I plan to buy another pair for myself.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, July 31, 2021
Hi Jessica , Great! We're glad that you are enjoying the noise cancelation and features of your headphones. 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
5
Love this headset!!!
on September 25, 2021
Posted by: Chadsgrl
[This review was collected as part of a promotion.] It is amazing how well it works. U can hear nothing and can literally forget where u are ! The sounds is pristine and I will never use anything else! The cushion inside the headset is amazing. They are so incredibly comfortable than it’s no bother to wear them and I literally have to hide them from my girls!
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, September 25, 2021
Hi Chadsgrl, We are glad that you are enjoying your newest noise canceling headphones. 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
Posted by: Homer Simpson
Gender:Female
Verified Purchase:Yes
I love how the headphones cancel the outside noise and the audio quality is just......on point.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, November 30, 2021
Hi Homer Simpson, Great! We're glad that you are happy with the noise canceling function and audio quality. 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
Posted by: Piyush76
Gender:Male
Verified Purchase:Yes
Good: Headphones are great with great sound compared to all headphones in the same category. Noise cancelling is one of the greatest.
I have tested the noise cancelling in most crowded areas and it is one of the best.
Battery life is one of the greatest I have seen so far. It is also very light weight so that you can wear it for a long time without any issues. Setting this is very easy with the sony app. The sony support is very attentive and very supportive.
The Bad: If you are setting this up with multiple devices for example phone and laptop so that it can connect as soon as you switch the device it is very easy to do that but all the issues started happening after that. While connecting to the single device lets say phone if you start your laptop you will hear the message that "Second device connected" but after every 10-15 second it play the same message while you are listening the music on first device. It is so irritating and I found no solution, how to fix that.
The Ugly: These headphones are not meant to be for Zoom conferencing, I had to exchange my first pair of headphones as I people were not able to hear me on the zoom calls. Also there was issues while calling to people over phone, Whenever I use to call people over phone the other party tells me that I am sounding like I am sitting very far from my phone.
I have tested the noise cancelling in most crowded areas and it is one of the best.
Battery life is one of the greatest I have seen so far. It is also very light weight so that you can wear it for a long time without any issues. Setting this is very easy with the sony app. The sony support is very attentive and very supportive.
The Bad: If you are setting this up with multiple devices for example phone and laptop so that it can connect as soon as you switch the device it is very easy to do that but all the issues started happening after that. While connecting to the single device lets say phone if you start your laptop you will hear the message that "Second device connected" but after every 10-15 second it play the same message while you are listening the music on first device. It is so irritating and I found no solution, how to fix that.
The Ugly: These headphones are not meant to be for Zoom conferencing, I had to exchange my first pair of headphones as I people were not able to hear me on the zoom calls. Also there was issues while calling to people over phone, Whenever I use to call people over phone the other party tells me that I am sounding like I am sitting very far from my phone.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 11, 2022
Hello Piyush76,
Thank you for your review.
While we are pleased you are satisfied with the exceptional sound quality, industry-leading noise canceling function, lightweight & comfortable design, long-lasting battery life, ease of setup- especially when using the Sony Headphones Connect app, and outstanding Sony support, we are really sorry you are encountering an issue when using the multipoint connection function of our WH-1000XM4. We are also sorry if you are encountering an issue when using these headphones for Zoom & phone calls.
For your issue when using the multipoint connection function, some of this problem happened if the headphones are not properly connected to your devices. Please refer to the following links for instructions on how to Connect the WH-1000XM4 headphones to two devices:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00249936
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002935899.html
For issues when using these headphones for video calling application, please refer to the following article to isolate and fix the problem:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00250089
For the call quality, this issue can be fixed by performing a firmware update as it Improves Bluetooth connection stability and Improves the hands-free calling quality of the headphones. You may refer to the following link for more details:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/software/00261613
If the issue persists, we recommend performing a resetting or initializing to refresh the content of the headset and see if it resolves the problem:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
If this does not help or you need more technical assistance, please email us at socialsupport@am.sony.com with the following details so we can best assist you.
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
We value you & your feedback, and thank you so much for choosing Sony.
Sincerely,
Romeo
Sony Social Support
Thank you for your review.
While we are pleased you are satisfied with the exceptional sound quality, industry-leading noise canceling function, lightweight & comfortable design, long-lasting battery life, ease of setup- especially when using the Sony Headphones Connect app, and outstanding Sony support, we are really sorry you are encountering an issue when using the multipoint connection function of our WH-1000XM4. We are also sorry if you are encountering an issue when using these headphones for Zoom & phone calls.
For your issue when using the multipoint connection function, some of this problem happened if the headphones are not properly connected to your devices. Please refer to the following links for instructions on how to Connect the WH-1000XM4 headphones to two devices:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00249936
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002935899.html
For issues when using these headphones for video calling application, please refer to the following article to isolate and fix the problem:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00250089
For the call quality, this issue can be fixed by performing a firmware update as it Improves Bluetooth connection stability and Improves the hands-free calling quality of the headphones. You may refer to the following link for more details:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/software/00261613
If the issue persists, we recommend performing a resetting or initializing to refresh the content of the headset and see if it resolves the problem:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
If this does not help or you need more technical assistance, please email us at socialsupport@am.sony.com with the following details so we can best assist you.
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
We value you & your feedback, and thank you so much for choosing Sony.
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Posted by: Prince esco
Gender:Male
Verified Purchase:Yes
I bought this 3 months ago and I’m starting to have issues. The control panel will let me raise and lower volume but won’t let me play or pause videos/music. On top of that the equalizer doesn’t work anymore too, I’ve tried changing it in many ways but it all sounds the same. I rested it, cleaned the sensor softly, tried changing all the setting in the headphone app but to no avail.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, September 23, 2022
Hi Prince esco,
This is not the experience that we want you to have. This isn't normally the case with the WH1000XM4. For issues with the control panel, you may refer to the troubleshooting steps on this link:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html
Regarding the equalizer function, reinstalling the app may also help resolve the issue.
If you tried resetting the headphones, initializing the XM4 may help resolve those issues. Refer to the steps below:
-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.
The headphones come with a 1-year manufacturer's warranty. If still not resolved, please contact our product support team through (https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones) or you can send an email with the below information to socialsupport@am.sony.com.
Full Name:
Sony.com Username:
Telephone Number:
Sony Headphones Model Number:
Issue:
Additional Information regarding your experience with the WH1000XM4.
Sincerely,
-Ralph
Sony Social Support
This is not the experience that we want you to have. This isn't normally the case with the WH1000XM4. For issues with the control panel, you may refer to the troubleshooting steps on this link:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html
Regarding the equalizer function, reinstalling the app may also help resolve the issue.
If you tried resetting the headphones, initializing the XM4 may help resolve those issues. Refer to the steps below:
-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.
The headphones come with a 1-year manufacturer's warranty. If still not resolved, please contact our product support team through (https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones) or you can send an email with the below information to socialsupport@am.sony.com.
Full Name:
Sony.com Username:
Telephone Number:
Sony Headphones Model Number:
Issue:
Additional Information regarding your experience with the WH1000XM4.
Sincerely,
-Ralph
Sony Social Support
Written by a customer while visiting sony.com
Posted by: Shoelace
Gender:Male
Verified Purchase:Yes
Sounds the better than Bose high quality bass and the 360
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 13, 2022
Hi Shoelace, Excellent choice! We are glad that you are enjoying your newest noise canceling headphones. 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
Posted by: Fordt
Verified Purchase:Yes
The only thing I will complain about is my headphones. Will stop playing music when I get a notification.
I would recommend this to a friend!
Response from sony.comBy Gus, Sony North America Customer Support, May 18, 2025
Hi Fordt!
Thank you for your positive feedback on the WH-1000XM5 headphones! It makes us really happy to hear that they are the best headphones you've ever had. Regarding the issue you mentioned, where the headphones stop playing music when you receive a notification, this is related to the "Speak-to-Chat" feature. This feature can be handy but might cause interruptions in noisy environments. You can deactivate/activate it by holding the touchpad with two fingers.
If the problem persists, please contact us at socialsupport@am.sony.com, providing your name, username, model number, a description of the issue, and your telephone number. We are here to assist you further.
Thank you for choosing Sony!
Gus, Sony North America Customer Support
Thank you for your positive feedback on the WH-1000XM5 headphones! It makes us really happy to hear that they are the best headphones you've ever had. Regarding the issue you mentioned, where the headphones stop playing music when you receive a notification, this is related to the "Speak-to-Chat" feature. This feature can be handy but might cause interruptions in noisy environments. You can deactivate/activate it by holding the touchpad with two fingers.
If the problem persists, please contact us at socialsupport@am.sony.com, providing your name, username, model number, a description of the issue, and your telephone number. We are here to assist you further.
Thank you for choosing Sony!
Gus, Sony North America Customer Support
Written by a customer while visiting sony.com