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
Right Ear ANC started making fluttering noises
on March 10, 2021
Posted by: d_ltran
Gender:Male
Verified Purchase:Yes
I bought this 3 months ago and for the first month or so it was performing great but now the ANC has started making more staticky noises that are not usual. It only happens with the right ear of headphones and starts making fluttering noises that were significantly louder in comparison to the left ear.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 11, 2021
Hi d_ltran,
This is not the experience that we want you to have. If you hear buzzing, popping, crackling, or vibration noises from your Bluetooth® headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, 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 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,
-Ralph
Sony Social Support
This is not the experience that we want you to have. If you hear buzzing, popping, crackling, or vibration noises from your Bluetooth® headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, 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 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,
-Ralph
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
1
Comfortable to wear but software needs tweaking
on March 11, 2021
Posted by: skwork
Gender:Male
Verified Purchase:Yes
The noise cancellation is fantastic. They are very comfortable to wear for long periods of time.
That being said - I connect mine to two devices simultaneously. The transfer across the devices is not good. There is a lot of disturbance/stutter even if the "Sound Quality Mode" is set appropriately.
That being said - I connect mine to two devices simultaneously. The transfer across the devices is not good. There is a lot of disturbance/stutter even if the "Sound Quality Mode" is set appropriately.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 14, 2021
Hi Skwork,
While we are glad to hear that you are happy with the noise-cancelling feature and comfort of the WH-1000XM4 Headphones, we are sorry to hear that you are experiencing audio stutter on the headphones and you are having trouble with the multipoint connection. We'd love to troubleshoot the issues that you are having and make this a better experience for you. In the meantime, please follow these steps to troubleshoot the issues. First, 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.
For the audio, please make sure that the sound quality mode is set to “Priority on stable connection” mode.
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 this case, put the Bluetooth device in the same direction as the antenna of the headset to improve the Bluetooth communications.
-There is an obstacle, such as metal or a wall, between the headset and the Bluetooth device.
In places with wireless LAN, where a microwave oven is used, electromagnetic waves are generated, etc.
-The situation may be improved by changing the wireless playback quality settings or fixing the wireless playback mode to SBC on the transmitting device. For details, refer to the operating instructions supplied with the transmitting device.
-Because Bluetooth devices and wireless LAN (IEEE802.11b/g/n) use the same frequency band (2.4 GHz), microwave interference may occur and result in noise, audio dropouts, or communications being disabled if this headset is used near a wireless LAN device. In such a case, perform the following steps.
-If this headset is used within 10 m (30 feet) of a wireless LAN device, turn off the wireless LAN device.
-Use this headset and the Bluetooth device as near to each other as possible.
-If you are enjoying music with your smartphone, the situation may be improved by shutting down unnecessary apps or restarting your smartphone.
For the multipoint connection, please make sure to download the Sony | Headphones Connect app on one of the devices and make sure it has the latest update.
Both source devices must support Bluetooth capability.
When pairing the headphones with any device, make sure to select WH-1000XM4, rather than LE_WH-1000XM4 on the source device.
It may take up to one minute before WH-1000XM4 appears on the screen.
For more information and troubleshooting steps on this, you may check our related article for multipoint connection on this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00249936
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
While we are glad to hear that you are happy with the noise-cancelling feature and comfort of the WH-1000XM4 Headphones, we are sorry to hear that you are experiencing audio stutter on the headphones and you are having trouble with the multipoint connection. We'd love to troubleshoot the issues that you are having and make this a better experience for you. In the meantime, please follow these steps to troubleshoot the issues. First, 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.
For the audio, please make sure that the sound quality mode is set to “Priority on stable connection” mode.
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 this case, put the Bluetooth device in the same direction as the antenna of the headset to improve the Bluetooth communications.
-There is an obstacle, such as metal or a wall, between the headset and the Bluetooth device.
In places with wireless LAN, where a microwave oven is used, electromagnetic waves are generated, etc.
-The situation may be improved by changing the wireless playback quality settings or fixing the wireless playback mode to SBC on the transmitting device. For details, refer to the operating instructions supplied with the transmitting device.
-Because Bluetooth devices and wireless LAN (IEEE802.11b/g/n) use the same frequency band (2.4 GHz), microwave interference may occur and result in noise, audio dropouts, or communications being disabled if this headset is used near a wireless LAN device. In such a case, perform the following steps.
-If this headset is used within 10 m (30 feet) of a wireless LAN device, turn off the wireless LAN device.
-Use this headset and the Bluetooth device as near to each other as possible.
-If you are enjoying music with your smartphone, the situation may be improved by shutting down unnecessary apps or restarting your smartphone.
For the multipoint connection, please make sure to download the Sony | Headphones Connect app on one of the devices and make sure it has the latest update.
Both source devices must support Bluetooth capability.
When pairing the headphones with any device, make sure to select WH-1000XM4, rather than LE_WH-1000XM4 on the source device.
It may take up to one minute before WH-1000XM4 appears on the screen.
For more information and troubleshooting steps on this, you may check our related article for multipoint connection on this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00249936
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
Customer Rating
1
Sounds great but have had to replace twice now
on March 11, 2021
Posted by: EstebanA
Gender:Male
bought them when first released after a few months I had to replace them. After I got my replacement had to replace them again due to touch pad. No way to get a refund anymore but luckily Sony offers a replacement each time they crap out.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 13, 2021
Hi EstebanA,
This is not the experience that we want you to have. This isn't normally the case with the WH1000XM4 headphones. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance. These steps may help you if the touch sensor is not responding correctly:
-The sensor of the touch sensor control panel is built into the flat surface of the right unit. Operate within the range of the sensor.
-When you swipe your finger forward/backward or up/down on the touch sensor control panel, the touch sensor control panel may not work correctly depending on the angle at which the headset is worn or the direction your head is facing. When you swipe your finger forward/backward, make the movements perpendicular to the headband. When you swipe your finger up/down, make the movements parallel to the headband.
For more information about how to use the touch sensor, please refer to this link:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204192
In case you need further assistance, please let us know so we can turn your experience around. 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:
Case Number:
Additional Information regarding your experience with the WH1000XM4.
We appreciate you and thanks again for shopping Sony!
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 headphones. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance. These steps may help you if the touch sensor is not responding correctly:
-The sensor of the touch sensor control panel is built into the flat surface of the right unit. Operate within the range of the sensor.
-When you swipe your finger forward/backward or up/down on the touch sensor control panel, the touch sensor control panel may not work correctly depending on the angle at which the headset is worn or the direction your head is facing. When you swipe your finger forward/backward, make the movements perpendicular to the headband. When you swipe your finger up/down, make the movements parallel to the headband.
For more information about how to use the touch sensor, please refer to this link:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204192
In case you need further assistance, please let us know so we can turn your experience around. 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:
Case Number:
Additional Information regarding your experience with the WH1000XM4.
We appreciate you and thanks again for shopping Sony!
Sincerely,
-Ralph
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
3
Not a good fit
on March 13, 2021
Posted by: Wendy R
Gender:Female
I absolutely love this product, but it did not fit my small head. I returned it because it was so uncomfortable. Exchanged them for a different brand. The quality is not as good, and I loved the features on the Sony. I’m so disappointed with the whole situation. I’ll probably return the competing brand even though they’re comfortable they don’t measure up to the Sony.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support , March 14, 2021
Hello Wendy R,
We are very sorry to hear that. Please be assured we take this feedback very seriously and continuously strive to improve our products.
Regards,
David
We are very sorry to hear that. Please be assured we take this feedback very seriously and continuously strive to improve our products.
Regards,
David
Written by a customer while visiting sony.com
Customer Rating
3
Audio stutters while connected to Yamaha receiver
on March 19, 2021
Posted by: Waylander
Gender:Male
Verified Purchase:Yes
I wanted to love these headphones so bad, they are so comfortable so well made and sound so good yet the sound stutters when trying to connect to a Yamaha RX-V6A receiver. My bose QC-35ll headphones don't stutter when connected to it so it's a codec problem with the headphones. This is a known problem online.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 20, 2021
Hi Waylander, While we're glad to hear you like the comfortable fit and excellent sound quality of your new WH1000XM4 headphones, we regret to know that you're having some stuttering sound issue when connected with your receiver.
Does the issue only occur when connected to your receiver? Have you tried pairing it on other devices?
For now, please make sure that the firmware version of the headphones is up to date. Also, set the headphones Bluetooth Connection Mode to “Priority on stable connection” using the "Sony headphones connect app".
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
Does the issue only occur when connected to your receiver? Have you tried pairing it on other devices?
For now, please make sure that the firmware version of the headphones is up to date. Also, set the headphones Bluetooth Connection Mode to “Priority on stable connection” using the "Sony headphones connect app".
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
5
Just the BEST
on March 21, 2021
Posted by: TimPlaysDrums
Gender:Male
I’ve owned my XM4s for around 8 months now, and can’t go anywhere without them! Lightweight, comfortable, easy to operate (the bespoke settings are very easy to manipulate via the app), and most importantly as I am a musician for a living - the sound is really excellent. Although you can alter using a graphic equaliser, I just really love the factory setting flat EQ; I previously used studio quality monitoring headphones for the truest sound possible, and the flat sound of the XM4s provide this also. And the battery life is bullet-proof - so important when travelling; the stated battery life is 30 hours, and this is incredibly useful when travelling or just daily use without the hassle of having to stop to recharge. (Although the ‘quick-boost’ battery charge is very useful). Contrary to. Other reviews - I find the sound-cancelling dependable and great also, with many other handy adaptive features. Sony are not paying me to say all this! To anyone new to the market for high end Bluetooth headphones I cannot recommend these highly enough.
It’s also a very well made product, it’s durable, fits very cleverly into its case. It FEELS nice to the touch!
It’s also a very well made product, it’s durable, fits very cleverly into its case. It FEELS nice to the touch!
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, March 23, 2021
Hi TimPlaysDrums, thank you for your detailed review. We're pleased to hear that you like the comfort, lightweight, ease of operation, and sound quality of your 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
Customer Rating
4
One of the best in the industry
on March 23, 2021
Posted by: runningrobber34
Gender:Male
I bought these headphones a month ago and I have thoroughly impressed with the quality of the sound and the noise cancelling feature. It does take some time to get used to the app and all of its qualities but after a week or so I was able to use the adaptive sound control to recognize my most frequently visited locations and already have the settings I want for that place ready to go. The multi-device feature works pretty well, sometimes there is a hitch in switching from my laptop to my phone or vice versa with certain apps, but for most uses it works seamlessly. They are really comfortable and I wear them for hours at a time with no issue. Highly recommend these!
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, March 24, 2021
Hi runningrobber34, Thank you for this amazing review! We're glad to hear you're enjoying the excellent sound quality, industry-leading noise cancelation, adaptive sound control feature, multipoint connection, and comfortable fit 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!
Regards,
Sam
Regards,
Sam
Written by a customer while visiting sony.com
Customer Rating
2
giant case and no good indication of charge level
on April 14, 2021
Posted by: mxww
Gender:Male
The charging case is truly gigantic making it kind of a pain to carry with you.
But the main problem with this product is that the charge case does not give an indicator of the charge level of either the case or the earbuds contained therein. Those seem like truly basics that any product in this category should have.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, April 20, 2021
Hi mxww, we are sorry to hear that the WFSP800N did not meet your expectations. We took note of your feedback and input on the case as this will help improve our products. To check for the battery level, when you remove the headset from the charging case and put the headset on both ears, the voice guidance indicating the remaining battery charge of the headset can be heard via the left and right units of the headset respectively.
When you close the lid of the charging case, if the indicator (red) on the charging case flashes for about 15 seconds, the remaining battery charge of the charging case is between 30% and 5%
Please use this information as a rough estimate for the battery life.
For more information, please check our help guide link for the battery life: https://helpguide.sony.net/mdr/wfsp800n/v1/en/contents/TP0002757647.html?search=checking
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
When you close the lid of the charging case, if the indicator (red) on the charging case flashes for about 15 seconds, the remaining battery charge of the charging case is between 30% and 5%
Please use this information as a rough estimate for the battery life.
For more information, please check our help guide link for the battery life: https://helpguide.sony.net/mdr/wfsp800n/v1/en/contents/TP0002757647.html?search=checking
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