Sony WF1000XM5 True Wireless Bluetooth Noise Canceling Earbuds

Hi Sahar1234, We are pleased to hear that you chose the WF-1000XM5 earbuds for your friend! We appreciate you sharing the feedback regarding the noise canceling performance in a very noisy industrial environment. To help your friend maximize the noise canceling feature, we strongly recommend two steps: 1. Check for Software Updates: Please ensure the earbuds have the latest software installed by checking the Sony | Headphones Connect app. Updates often contain performance improvements, including those for Noise Canceling. 2. Optimize Noise Canceling: The fit and settings can significantly impact performance. We suggest your friend follow this complete guide on how to get the best noise canceling results: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20 We hope these steps help your friend achieve the quiet experience they need in their demanding workplace. Thank you for your review and for choosing Sony! Best regards, Dominick

Hi, Thank you for your feedback. We're sorry to learn that the quality of your WF-1000XM5 didn't meet your expectations; this is not the norm, as we strive to deliver the best quality possible. If the Noise Cancelling effect isn't sufficient, please follow the instructions outlined at this link: https://cutt.ly/4r37OajF In case the issue persists, follow the below: 1. Ensure that the headset is updated: cutt.ly/0rLdvikA 2. Reset the earbuds by following the steps here: cutt.ly/rrLdxy3k 3. Initialize the earbuds: cutt.ly/TrJZnMzr Also, if you feel the bass is insufficient, exchange the earbud tips with new ones: https://cutt.ly/lr37SdlM Additionally, you can adjust the equalizer for more bass using the Sound Connect app: https://cutt.ly/Ur37S9BS If you need any further assistance, do not hesitate to contact us using the details provided in the following link: //cutt.ly/heoRCkdW Nadine @Sony Support UK

Hi, Thank you for your feedback. We're happy to hear that you're enjoying your WF-1000XM5 and happy with the sound quality we always aim to deliver. Yet, we're sorry to learn that you're not fully satisfied with the noise cancelling function. You can enhance the effect of the noise cancelling feature by following the steps here: https://cutt.ly/Fr3Y1kKp Additionally, you can wear and adjust the headset to fit your maximum comfort by following the steps here: https://cutt.ly/Mr3Y0W63 Furthermore, if you need any further assistance, please do not hesitate to contact us using the details here: https://cutt.ly/heoRCkdW Menna @Sony Support UK

Hi, Thank you for your feedback. We're sorry to hear that your WF-1000XM5 stopped working and that you had to return your product. This is not the experience we aim to provide, as we continuously strive to deliver the best quality possible. If you face any similar issue with future products, you may try the steps here: https://cutt.ly/Vr3Tpxtr In case the issue remains, you can try the below and test again: 1. Reset the headset by following the steps here: https://cutt.ly/nr3Tp9Wo 2. Initialise the headset to the factory settings, following the steps here: https://cutt.ly/5r3TawUU Furthermore, if any further assistance is needed, feel free to contact us using this link: https://cutt.ly/heoRCkdW Menna @Sony Support UK

Hello RIppolito, Thank you for choosing Sony! We're elated to hear that you’re enjoying the enhanced fit, sound quality, and ambient noise cancelling of the WF-1000XM5 earbuds. It’s wonderful to know that the smaller design of both the case and earbuds adds to your enjoyment. Your positive experience with the upgrade truly reflects the care put into improving every aspect of the product. Thank you for your loyalty! Best regards, -Fred

Hi RIppolito, That's fantastic! We are glad to hear that you are enjoying the improved fit, superior sound quality, and enhanced noise canceling of your new WF-1000XM5 earbuds, as well as the more compact design. Thanks for choosing Sony. Best regards, Eliab

Hi, Thank you for your feedback. We’re glad to hear that you're enjoying your WF-1000XM5. Yet, we're sorry to learn that you're experiencing issues with your ear tips, which affects the noise cancellation. You can learn more about the suitable size of the ear tips by following the steps at this link: https://cutt.ly/zr1gna2e Also, if the noise-cancelling effects are not sufficient, please follow the instructions here: https://cutt.ly/nr1gxqd9 If you need any further assistance, do not hesitate to contact us using the details provided in the following link: //cutt.ly/heoRCkdW Nadine @Sony Support UK

Hi, Thank you for your feedback. We're sorry to hear that the WF-1000XM5 quality isn't up to your liking, and that you're experiencing difficulties with the noise cancelling function. This is not the norm, as we always strive to deliver the best quality possible. Regarding the noise cancelling issue, please try the steps here and test again: https://cutt.ly/ZrMHCRA9 If the issue remains, try the steps below: 1. Update the headset to the latest software version by following the steps here: https://cutt.ly/3rMH6yww 2. Reset the headset following the steps at this link: https://cutt.ly/8rMH69hW 3. Initialise the headset to the factory settings by following the steps here: https://cutt.ly/FrMJt28X To check the remaining battery charge, you can follow the steps here: https://cutt.ly/srMH2BK9 Additionally, we appreciate your feedback regarding the controls of the headset; hearing from our customers helps us continuously improve our products to align with your preferences. Rest assured that we've raised it to the concerned team for future consideration. Furthermore, if any further assistance is needed, please contact us using this link: https://cutt.ly/heoRCkdW Menna @Sony Support UK

Hi, Thank you for your feedback. We’re happy to hear that you're enjoying your WF-1000XM5. Yet, we're sorry to learn that you're facing difficulties with the touch controls. Please follow the instructions here and test again: https://cutt.ly/frNoSDgy If the issue remains, please try the steps at this link: https://cutt.ly/brNBOxKj In case the issue persists, follow the below: 1. Ensure that the headset is updated: cutt.ly/0rLdvikA 2. Reset the earbuds by following the steps here: cutt.ly/rrLdxy3k 3. Initialize the earbuds by following the steps at this link: cutt.ly/TrJZnMzr If you need any further assistance, do not hesitate to contact us using the details provided in the following link: //cutt.ly/heoRCkdW Nadine @Sony Support UK

Hello Niccodemure, Thank you for choosing Sony. We're sorry to hear you're experiencing a connectivity issue with the right earbud of your WF-1000XM5. We know this can be frustrating, especially when you're enjoying the sound quality and comfort. To help you resolve this, please follow these steps: 1. Update the firmware: The latest version is 5.0.2, which often fixes connectivity problems. You can find the instructions here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561 2. Reset the headset: If the update doesn't work, a simple reset may do the trick. Follow these instructions: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html 3. Initialize the headset: This will restore the factory settings. You can find the steps here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html If the issue continues after trying these steps, please contact our support team directly for more specialized assistance: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Best regards, -Fred

Hi P3inVT, We're truly sorry to hear you're having these issues with your WF-1000XM5 earbuds. That's certainly not the experience we want for you. These issues can often be resolved by making sure the earbuds are up to date. Please first check for any software updates in the Sony | Headphones Connect app. If the problem continues, please try a reset and then an initialization of the earbuds, following the instructions in the app. If you continue to have trouble after trying these steps, please start a chat with one of our product specialist through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US Thanks for choosing Sony. Best regards, Eliab

Hi Shopzen, Thanks for sharing your honest feedback. We're truly sorry to hear that the WF-1000XM5 earbuds haven't met your expectations, especially with the noise cancelling and the fit. We understand how frustrating it is when the included earbud tips don't provide a comfortable and secure seal. A proper fit is absolutely crucial for both sound quality and the effectiveness of the noise cancelling, which is why we included the "Optimal Earbud Tip" test in the Sony | Sound Connect app. We hope you've had a chance to try it, as it can often identify the best tip for your ears. You can check how to do it here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP1000450372.html Regarding the charge status, we understand your frustration with the process. The earbuds must be active to communicate with the app, but you can also check the case's charge level by looking at the LED indicator when you open the lid. We're disappointed to hear you would not recommend the product, and we want to help you get a better experience. Please send an email to reach out to our Sony Support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Our team will be happy to assist you directly. Thanks for choosing Sony! Sincerely, Jenn | Sony North America.

Hello dhill44241, Thank you for considering Sony products. We sincerely apologize for the difficulties you've faced with the product registration and for the missing user manual. We understand how frustrating this can be, and we want to help you get your new WF-1000XM5 earbuds set up and working properly. We'll be sure to pass this feedback along to our development team to prevent this issue in the future. To help you get started, you can find the user manual online. It's available at the link below: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/manuals Should you require assistance with the setup process, please do not hesitate to contact our support team directly. We are committed to ensuring you have an excellent experience with your new earbuds. You may reach us through the following link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Best regards, -Fred

Hello CasualMusicEnjoyer, Thank you for considering Sony products. We're very sorry to hear about the trouble you're experiencing with the multipoint connection on your WF-1000XM5 earbuds. This is not the experience we want you to have, and we sincerely apologize for the inconvenience. To address this, please try the following troubleshooting steps: Update the firmware to version 5.0.2. You can find the update file and instructions on our support website: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561 Reset the headset. Follow the instructions here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html Initialize the headset to restore factory settings. The instructions are available here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html After completing these steps, please try setting up the multipoint connection again using the guide below: https://www.sony.com/electronics/support/articles/00249936 Should the issue persist after you have followed these steps, please contact us at socialsupport@am.sony.com. To help us assist you more efficiently, kindly include the following details in your message: - Name: - Sony Username: - Model Number: - Description of the Issue: - Telephone Number: We sincerely appreciate your patience and understanding as we work to resolve this matter. Best regards, -Fred

Hi, thank you so much for your review. We apologize for the inconveniences with the right earbud that stopped working after one and a half year. This is not the experience we want you to have. For this issue with your headphones, you can try to: — Ensure both earbuds are properly seated in the charging case. Sometimes, poor placement or dirt can prevent one earbud from charging. Try cleaning the charging contacts on both the earbud and the case gently. — Reset the Earbuds Perform a factory reset using the Sony Headphones Connect app or using the physical buttons: Place both earbuds in the case. Press and hold the touch sensors on both earbuds simultaneously for about 10 seconds, or as instructed in the manual, until the indicator starts flashing. Re-pair the earbuds with your device after resetting. — Reconnect/Re-pair the Earbuds Forget (remove) the headphones from your device's Bluetooth settings. Put the earbuds in pairing mode and reconnect via the Sony Headphones Connect app. Ensure that both earbuds are paired properly; sometimes one fails to pair due to Bluetooth glitches. If none of the above steps resolve the problem, it would be a good idea to reach out to customer service for additional diagnostics or repair suggestions. You can find contact options here: https://us.esupport.sony.com/support/s/support-contact?category=headphones Thank you for considering Sony, we hope these steps may work. If you need further assistance, our support team will be more than happy to help. Best regards, Gus, Sony North America Customer Support