Sony Wireless Noise-Canceling Over-the-Ear Headphones WH-1000XM5
4.3 out of 5 rating
317 Reviews
The WH-1000XM5 Wireless Noise-Canceling Over-the-Ear Headphones are your new go-to for crystal-clear audio, whether you're jamming out to your favorite tracks or hopping on a call. Thanks to industry-leading noise cancellation, you'll hear every note and word without distractions. The sound quality is mind-blowing, thanks to a new driver and cutting-edge tech like DSEE Extreme. Plus, with up to 30 hours of battery life1, they're built to keep up with your busiest days. Lightweight, ultra-comfortable, and easy to store with a collapsible case, these headphones have it all. Whether you're on the go or just relaxing, you'll be wrapped in comfort and quality for hours. Ready to immerse yourself in sound like never before?
1 Battery life and charge cycles vary with use, settings, and other factors; actual results will vary.
All specs1 Battery life and charge cycles vary with use, settings, and other factors; actual results will vary.
Reviews
4.3
4.3 out of 5 rating
317 reviews
84% of reviewers recommend this product.
Item broke within a year, bogus warranty
1 out of 5 rating
kelvin26 . 21 hours ago
This item was purchased as a gift, and within a year, while under warranty, the band connecting to the earpiece tore after normal usage, just being taken off my head. I called customer service several times to have the item repaired or replaced due to the item being defective, and after a frustrating experience dealing with customer service, they finally emailed me a link to send images of the damage to determine whether it can be replaced or repaired under warranty. After sending the images, I never heard anything back, and had to call them back and go through the same hoops to be told simply that "physical damage is not covered by their limited warranty" without any sort of in depth explanation. To add insult to injury, their only offers the remedy the situation was either having the headband tear repaired for a price of $100, which is already a sizeable amount compared to the price of the item, or a 15-20% discount off of buying a new one, both options I consider lackluster. By all means I do not recommend buying this item, it will not last even a year, and they will not honor their warranty.
sony.com Originally posted on sony.com
Started out so well
1 out of 5 rating
bruce101 . 11 days ago
I bought these 6 months ago and absolutely loved them. That is until I had an issue and cannot get any assistance. One side is not working and there is not non-bot assistance anywhere.
Fred - 11 days ago
Hello bruce101, Thank you for considering Sony products. Your experience matters to us, and we’re committed to resolving the issue you are experiencing with one side of your WH-1000XM5 headphones. We understand the inconvenience this may have caused and appreciate your patience as we work to assist you. To assist you further, we recommend trying the following steps: Firmware Update to Version 2.4.1: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246 Instructions for Resetting the Headset: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html How to Initialize the Headset to Restore Factory Settings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html If you encounter any recurring issues after completing the steps provided, please be aware that your unit is protected by a 1-year limited manufacturer's warranty. To help us assist you more effectively, we kindly request that you reach out to us at socialsupport@am.sony.com and include the following information: - Name: - Sony Username: - Model Number: - Description of the Issue: - Telephone Number: We greatly appreciate your patience and understanding as we work to resolve this matter. For further reference, here is the link to our support team. You can contact them via chat or phone: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Best regards, -Fredsony.com Originally posted on sony.com
Features
- Industry-leading noise cancelling
- Magnificent sound
- Crystal clear hands-free calling
- Up to 30-hour battery life1
- Ultra-comfortable, lightweight design
- Collapsible case made for easy storage
- Intuitive touch control settings
- 1-year limited warranty
SKU#
SKU#
WH1000XM5B
What's in the box
- Sony WH-1000XM5 Wireless Noise-Canceling Over-the-Ear Headphones
- Carrying case
- Headphone cable (approx. 1.2m)
- USB charging cable
- Warranty card
Sony Wireless Noise-Canceling Over-the-Ear Headphones WH-1000XM5 Reviews
4.3
4.3 out of 5 rating
317 reviews
84% of reviewers recommend this product.
Item broke within a year, bogus warranty
1 out of 5 rating
kelvin26 . 21 hours ago
This item was purchased as a gift, and within a year, while under warranty, the band connecting to the earpiece tore after normal usage, just being taken off my head. I called customer service several times to have the item repaired or replaced due to the item being defective, and after a frustrating experience dealing with customer service, they finally emailed me a link to send images of the damage to determine whether it can be replaced or repaired under warranty. After sending the images, I never heard anything back, and had to call them back and go through the same hoops to be told simply that "physical damage is not covered by their limited warranty" without any sort of in depth explanation. To add insult to injury, their only offers the remedy the situation was either having the headband tear repaired for a price of $100, which is already a sizeable amount compared to the price of the item, or a 15-20% discount off of buying a new one, both options I consider lackluster. By all means I do not recommend buying this item, it will not last even a year, and they will not honor their warranty.
sony.com Originally posted on sony.com
Started out so well
1 out of 5 rating
bruce101 . 11 days ago
I bought these 6 months ago and absolutely loved them. That is until I had an issue and cannot get any assistance. One side is not working and there is not non-bot assistance anywhere.
Fred - 11 days ago
Hello bruce101, Thank you for considering Sony products. Your experience matters to us, and we’re committed to resolving the issue you are experiencing with one side of your WH-1000XM5 headphones. We understand the inconvenience this may have caused and appreciate your patience as we work to assist you. To assist you further, we recommend trying the following steps: Firmware Update to Version 2.4.1: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246 Instructions for Resetting the Headset: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html How to Initialize the Headset to Restore Factory Settings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html If you encounter any recurring issues after completing the steps provided, please be aware that your unit is protected by a 1-year limited manufacturer's warranty. To help us assist you more effectively, we kindly request that you reach out to us at socialsupport@am.sony.com and include the following information: - Name: - Sony Username: - Model Number: - Description of the Issue: - Telephone Number: We greatly appreciate your patience and understanding as we work to resolve this matter. For further reference, here is the link to our support team. You can contact them via chat or phone: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Best regards, -Fredsony.com Originally posted on sony.com
Broken headpiece
3 out of 5 rating
Nono608 . 15 days ago
Yes, I'd recommend this product.
I’ve bought two pairs of these however both have cracked on the joint between the headband and earphone very nice sound but crappy build
Sony North America Customer Support - 15 days ago
Hi Nono608, Thank you for taking the time to share your feedback regarding the WH-1000XM5 headphones. We are glad to hear that you appreciate the sound quality and we sincerely apologize for the issues you've experienced with the build quality. If you haven't already, we encourage you to reach out to our technical support team. They will be more than happy to assist you with this. Thank you for being a valued Sony customer and we hope to resolve this issue for you promptly. Best regards, Stephaniesony.com Originally posted on sony.com
Great headphones
5 out of 5 rating
in2caffeine . 24 days ago
Yes, I'd recommend this product.
Great soinding headphones! really nice soind and mics.
Sony North America Customer Support - 24 days ago
Hi In2caffeine, thanks for the fantastic 5-star rating! We are thrilled to hear you're enjoying our industry-leading noise canceling Sony - WH1000XM5. These headphones have been engineered to perfection, to produce magnificent sound with ultra-comfortable and lightweight design. Thank you for choosing Sony, and enjoy the music! Regards, -Dominicksony.com Originally posted on sony.com
Never Received My Order
1 out of 5 rating
SSnow850 . 28 days ago
I paid for the WH-1000XM5 and never received my package. I reached out to Sony Support and they opened a claim, telling me it could take up to a month. After waiting patiently, they came back and said there was nothing more they could do. I never received a refund or a replacement. I’m extremely disappointed—this was supposed to be a premium experience from a brand like Sony, and I feel completely let down.
I was really looking forward to trying these headphones, but unfortunately, I haven't had the chance to experience them. I can’t speak to their sound quality, comfort, or features because they never made it into my hands. Extremely disappointing, especially considering my expectations for a premium product.
Sony North America Customer Support - 27 days ago
Hi SSnow850, Thank you for bringing this to our attention. We want to sincerely apologize for the inconvenience and frustration you've experienced regarding your WH1000XM5 order. We understand how disappointing it must be not to have received your headphones. Our customers' feedback is truly valuable. We'd like the opportunity to revisit this issue. Please contact us again directly with your original case number or any reference information you may have. The contact information for our support team can be found here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Thank you for giving us the chance to make this right. Sincerely, - Stephaniesony.com Originally posted on sony.com
Phenomenal Headphones
5 out of 5 rating
Nessim . 1 month ago
Yes, I'd recommend this product.
5 Stars and well-deserved. Outstanding sound and an excellent app that’s used in conjunction to adjust the bass and treble. Excellent noise cancellation. Definitely the one to get when one is ready to upgrade to an advanced set of headphones.
Sony North America Customer Support - 1 month ago
Hi Nessim, thanks for sharing your wonderful experience with the Sony - WH1000XM5! We're thrilled to hear you're enjoying the extraordinary sound quality, and bass that you can get with the app. With industry-leading noise cancellation technology every beat in your songs comes to life! We hope you continue enjoying the headphones and thanks for choosing Sony. Regards, Dominicksony.com Originally posted on sony.com
Radio Interference
1 out of 5 rating
Amir929 . 1 month ago
I purchased the WH-1000XM5 expecting a premium experience, but the headphones constantly play what seems like radio interference — even when turned off and used with a cable. After an hour with your support team, I was told the product is out of warranty and no solution was offered.
This is extremely disappointing for such a high-end device. I’ve never faced this kind of issue — or lack of support — with any other brand. I expected better from Sony.
Sony North America Customer Support - 1 month ago
Hi there, Thank you for reaching out. We apologize for the issues you’ve encountered with the headphones. We understand how frustrating this can be. This issue might be caused because the headphones are picking up interference from nearby electronic devices, which can result in hearing radio signals. This can happen if strong radio signals are present near the headphones. To help resolve the issue, please follow these steps: Perform a reset and initialization on the headphones. To reset: Connect the headset to an AC outlet using the supplied USB Type-C cable and a USB AC adaptor. Press the power button and the NC/AMB button simultaneously. This will reset the headset without deleting pairing information. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html?utm_source=glean For a initialization, while the USB Type-C cable is disconnected, press and hold the power button and the NC/AMB button for 7 seconds until the indicator light flashes 4 times. This deletes all settings and pairing information. https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html If the problem persists, we suggest you to visit the Sony Support site. Click Product Repair at the bottom of the page for your repair options. Here is the link: https://us.esupport.sony.com/support/s/service?language=en_US&cpint=spt-subfooter_prodrepair We're really sorry that the product hasn’t performed as expected. Sincerely, - Stephaniesony.com Originally posted on sony.com
Over all 5 star
5 out of 5 rating
Jaydn . 1 month ago
Yes, I'd recommend this product.
So happy I brought these head phone. Allow you to be transparented into the vibe the artist intended to present beautiful sound noise canceling is A1 keeping these for a while
Sony North America Customer Support - 1 month ago
Hi there! Thank you so much for your kind words! We're thrilled to hear that you're enjoying your headphones and that they're delivering the immersive sound experience the artist intended. The noise cancellation system automatically optimizes itself according to the environment and how you use the headphones. We truly appreciate your support! Thank you for choosing Sony! Best regards, Stephaniesony.com Originally posted on sony.com
Great But.....
4 out of 5 rating
QuietStormX . 1 month ago
Yes, I'd recommend this product.
Just got mine just about 1 week now. But issues with them disconnecting while listening to YouTube video and video still playing...I hear nothing when it does that. Then reconnect to watch video...Connected to Tablet...
Sony North America Costumer Support - 1 month ago
Hello there, we appreciate the score you gave to the WH-1000XM5 design, sound and build quality. Of course we want you to enjoy the best performance with not interrupting sound while using YouTube or any other app, so please let us help you on this matter via email. Send your name, username, model number, issue and telephone number to socialsupport@am.sony.com to better assist you. Thank you for choosing Sony. My best regards. -Jennsony.com Originally posted on sony.com
Sony Let Me Down—Not Buying Again
2 out of 5 rating
1 month ago
Just over a year after purchase—right past the factory warranty—the swivel connection cracked. I carefully superglued it, but that only extended its life by a month. A repair costs $150 to $200, nearly the same as the current sale price.
I’m extremely disappointed in the build quality and Sony’s refusal to offer assistance, especially considering my original $400 investment. If you want great Bluetooth features and sound, you're better off putting your money into the more durable WH-1000XM4.
As for me, I’ll be looking beyond Sony for my next purchase.
Sony North America Customer Support - 1 month ago
Hi there, Thank you for sharing your feedback. We're sorry to hear about your experience with the Headphones. We understand your frustration regarding the build quality, especially after such a short period of time after the warranty has expired. We sincerely apologize for the inconvenience you've encountered. We truly value your investment in Sony. We also understand your decision to explore other options, but we hope that, in the future, you might consider giving our products another try. Your satisfaction is important to use and we're committed to improving based on experiences like yours. For further assistance, we recommend reaching out to our product support team via phone call at 239-245-6366 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US Hours of Operation: Monday - Friday 9:00 am - 9:00 pm ET Saturday - Sunday 10:00 am - 8:00 pm ET. Best regards, - Stephaniesony.com Originally posted on sony.com
Sony Wireless Noise-Canceling Over-the-Ear Headphones WH-1000XM5 FAQs
Rodgers . Oct 15, 2024
What is the decimal rating at which it actively cancels noise?
Answer from Verizon Customer Support7 months
Visit VZW.com to review the device details and specs. ~Maria