Sony WH-1000XM5 Bluetooth Wireless Noise-Canceling Headphones

Hi, thank you for your review! We are truly sorry to hear that the stem on the earmuff of your WH-1000XM5 headphones broke in less than seven months, and that this issue was not covered under warranty when you called. We understand how frustrating and disappointing that must be, especially for a premium product. Damage to the physical structure of the headphones, such as a broken stem, is typically classified as physical or accidental damage. Standard limited warranties usually cover defects in materials or workmanship, but they unfortunately do not cover breaks or physical damage from use. We do have an option for you to receive a repair through our authorized servicer, Encompass. They handle out-of-warranty services for physical damage to the WH-1000XM5 headset. To check the details, including the flat-rate pricing and to start the repair submission process, please visit their dedicated repair page here: https://sony.encompass.com/parts-accessories/Sony-Repair-Services We appreciate you choosing Sony and regret the inconvenience this break has caused. We hope this repair option helps you get back to enjoying your headphones quickly! Best regards, Gus, Sony North America Customer Support

Hi, Thank you for your feedback. We’re happy to hear that you're enjoying the Noise Cancelling feature on your WH-1000XM5. Yet, we're sorry to learn that that the sound quality didn't meet your expectations. We recommend checking the instructions at the following link to enhance the sound quality: https://cutt.ly/8rxmpCg0 You may also use the Sound Connect app to adjust the sound settings up to your liking: https://cutt.ly/lrxE9vFA If the issue remains, please follow the steps below: 1- Ensure that the headset is updated: https://cutt.ly/XrxmulV8 2- Reset your headset following the steps here: https://cutt.ly/wrxmrOSK 3- Initialize your headset following the steps here: https://cutt.ly/TrxmtOpA Moreover, if any further assistance is needed, please contact us using this link: https://cutt.ly/heoRCkdW Nadine @Sony Support UK

Hi BAN01! It's a truly pleasure to hear that your WH-1000XM5 headphones were able to keep you company. We are glad that the noise cancellation helped you have an enjoyable listening experience. Thank you for choosing Sony! Best regards, Estefany

Hi bhpbop, Thanks for your honest and detailed review of the WH-1000XM5 headphones. We genuinely appreciate you taking the time to share your feedback, as it's crucial for us to understand the customer experience. We appreciate that you've highlighted the strengths of the XM5s, including the industry-leading noise cancellation and the high-quality audio performance. These features are a direct result of our focus on delivering the best possible listening experience in noisy environments. We're very sorry to hear about the issues you've faced with the build quality and the touch controls. This is certainly not the experience we want for our customers, especially with a premium product. As a valued customer, we would like to offer our support. Please visit our repair center at https://sony.encompass.com/parts-accessories/Sony-Repair-Services We want to apologize again for the bad experience, and appreciate you choosing Sony! Sincerely, Jenn | Sony North America.

Hi Makrishna, Thank you for choosing Sony! We’re so glad to hear you're enjoying your new WH-1000XM5 headphones! It's fantastic to know you find them easy to use, lightweight, and comfortable. Thank you for your feedback regarding the sound quality. We understand that while the sound is crisp, it doesn't quite match the depth and richness of your previous, more expensive pair. We truly appreciate you sharing this, as feedback like yours is incredibly valuable and helps us improve our products. We hope you'll continue to enjoy them and discover all they have to offer. Thank you for the thoughtful review! Best regards, -Fred

Hi Danbst, We're sorry to hear about your experience. We understand that your WH-1000XM5 are having issues. For us to better assist you, please email us at socialsupport@am.sony.com with the following details: Name: Sony Username: Model Number: Issue: Telephone Number: One of our technical specialists will call you back within 2 business days. Sincerely, Eliab Sony Social Support

Hi GreyEels! Thank you for sharing your feedback regarding your experience with the WH-1000XM5 headphones. We sincerely apologize for the issues you've encountered, especially after having gone through two XM4 models with sound quality problems. We understand how frustrating it can be when a product does not fulfill your expectations. We are continuously working to improve our products and your feedback is invaluable in helping us achieve that. If there's anything specific we can do to assist you further or if you would like to discuss this matter in detail, please don't hesitate to reach out to our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Thanks for considering Sony products and for your feedback. Sincerely, Estefany

Hello there, Thanks for letting us know about this situation. We sincerely apologize for the inconveniences. This is certainly not up to the quality standards we strive for, and we appreciate you taking the time to share your feedback. Rest assured, we will forward your comments to our dedicated Sony team for their review as we continue to work diligently to improve our products. Thanks for considering Sony products. Best regards, DiegoV, Sony North America Customer Support

Thank you for your detailed feedback about your experience watching movies with the WH-1000XM5 headphones. We genuinely appreciate you taking the time to share your concerns regarding audio dynamics, specifically with the perceived Automatic Gain Control (AGC) behavior. Based on available documentation and support resources, the WH-1000XM5 headphones do not have a user-accessible option to disable AGC directly. There is also no indication in the official Sony Help Guides, app settings, or frequently asked questions that would allow users to control or turn off AGC—whether via the Sony | Headphones Connect app or device settings. It’s possible that some of the behaviors you’re experiencing—such as the sudden drop in volume or background ambience—may be linked to features like “Speak-to-Chat” or noise control modes rather than an explicit AGC setting. The Speak-to-Chat function, when enabled, automatically lowers the playback volume when it detects that you are speaking, in order to better hear outside conversations. By default, Speak-to-Chat is turned off, but if you believe it might be activating unintentionally, you can disable it by holding two fingers on the right ear cup until you hear the deactivation voice prompt, or by toggling the setting in the Sony | Headphones Connect app. If you have already checked features like Speak-to-Chat and are still experiencing the issue, you can try to initialize and restart the headset. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html We understand how important a consistent and immersive movie audio experience is, and how frustrating it can be when audio fluctuations disrupt your viewing. If you have not already, please consider ensuring all headphone firmware and the Sony | Headphones Connect app are updated to the latest versions, as occasional improvements to sound processing and customizations can be delivered through updates. If you would like assistance, our support line is always available to help. You can contact them at: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Thank you again for your honest review. If you have any further questions or details to share, we are here to support you and help you get the most out of your listening experience. Gus, Sony North America Customer Support

Hi nora13, thank you for sharing your wonderful experience with the WH-1000XM5! It brings us great joy to hear that you are satisfied with their impressive battery life and quick charging capabilities. These headphones are designed for superior sound quality and comfort, making them a perfect companion for long listening sessions. If you're experiencing some discomfort on the top of your head after extended use, we recommend trying a cushioned headband cover or adjusting the fit to help alleviate that pressure. Thanks for choosing Sony! Best regards, Estefany