Sony WH-1000XM5 Bluetooth Wireless Noise-Canceling Headphones

Thank you for sharing your detailed feedback, TMedina. We are genuinely sorry to hear about the unfortunate failure of your WH-1000XM5 headphones after 22 months, and we sincerely apologize for the frustration this structural issue has caused. It is completely understandable that you are shocked and disappointed when such an expensive product fails during normal use, especially when your older XM3 and XM4 models have demonstrated greater longevity. We are pleased to hear that, up until this point, you were very happy with the sound quality, battery life, comfort, and the great microphone performance for your daily work and conference calls. However, we take quality concerns like this extremely seriously. We are committed to providing durable, premium products, and a headset snapping under normal use is certainly not the standard we set for the WH-1000XM5 series. We want to help you resolve this. Please contact our product support team directly at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones. Our specialists can review your product's specific situation and explore possible service or repair options available to you. We regret that the product's durability has not met your expectations, and we appreciate you bringing this important feedback to our attention. Thank you for choosing Sony. Best regards, Gus, Sony North America Customer Support

Hi, Thank you for your feedback. We're sorry to hear about your experience with your WH-1000XM5 and that you're experiencing a noise cancelling issue with your headset. This is not the experience we aim to provide, as we continuously strive to deliver the best quality possible. If you face any similar noise cancelling issues with your headset, you can follow the steps here: https://cutt.ly/ttqOarQp In case the issue remains, you can follow the steps below and test again: 1. Try connecting the headset to different devices. 2. Try playing different contents. 3. Restart the device being connected, such as your computer or smartphone. 4. Update the headset to the latest software version using this link: https://cutt.ly/ftqOsq6G 5. Reset the headset by following the steps here: https://cutt.ly/LtqOsoFc 6. Initialise the headset to the factory settings, following the steps here: https://cutt.ly/StqOskWO Furthermore, we appreciate your feedback regarding the material and IP rate 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. Moreover, if any further assistance is needed, please contact us using this link: https://cutt.ly/heoRCkdW (Copy and paste the links in your browser). Menna @Sony Support UK

Hi Scorea, Thanks for reaching out to us. We can certainly understand your frustration when a product doesn't fulfill expectations, especially when it was a gift. We're sorry to hear about the issues your son and daughter have experienced with their WH-1000XM5 headphones. We're genuinely sorry to hear that the plastic connection on your son's headphones broke. Damage from simple wear and tear or physical stress of that nature is not covered under our standard manufacturer's warranty. To help you with a cost-effective solution, we have partnered with our official parts supplier, Microland, to offer a low-cost repair service for this type of issue. You can contact them directly for service arrangements: Phone: 1-905-940-1982 Email: sony@microland.ca The issue with your daughter's headphone charging port melting is something we take very seriously. We will absolutely investigate this report appropriately. To allow us to fully evaluate this concern and determine what happened, we will need to examine the product itself. Please email us at cec@sony.ca. Once we have your contact information, we can make the necessary arrangements to have the product evaluated. We appreciate your feedback on our Sony products. We are sorry this happened. Sincerely, Estefany