SONYWireless Over-Ear Noise Canceling Headphones

Response from sony.com

Hi Generalp2, This is not the experience that we want you to have. Sony's commitment to customer satisfaction is our top priority. For optimum performance, make sure that the software version of the app is up-to-date. Reinstalling the app may also help resolve the issue. You may also want to restart your mobile device where the app is installed. If still not resolved, initialize the headset: 1. Turn off the headset. Remove the USB Type-C cable. 2. Press and hold the (power) button and the NC/AMB button for about 7 seconds. When the initializing is complete, the indicator (blue) flashes 4 times This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the connected device and then pair them again. Hope this helps. If the issue is not resolved or you need further assistance, please email the below information to socialsupport@am.sony.com. Name: Username: Model Number: Issue: Telephone Number: Or contact our product support team via phone call or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Sincerely, -Ralph

Response from sony.com

Hi Bootsmageee, Thank you for sharing your thoughts and experience so far using your new Sony WH-1000XM5. We are delighted to hear that you find the WH-1000XM5 headphones comfortable to wear while using glasses. It's good to know you're utilizing the different customizations and built-in equalizer on the Sony Sound Connect app. Your observations are absolutely accurate. These lightweight headphones feature a refined finish made from newly developed soft fit leather, which conforms gently to your head, reducing pressure on the ears while effectively blocking out external noise. The elegant design includes a stepless slider, seamless swivel and hanger, and silent joints, all contributing to an enjoyable wearing experience with the WH-1000XM5. We appreciate your awesome feedback. It's customers like you that motivate us to maintain our high standards. Thank you for trusting Sony! -Jess

Response from sony.com

Hi Ada2, Thank you for your review and for being a loyal customer. We appreciate your positive feedback on the sound quality of the WH-1000XM5 headphones. We are sorry to hear about the issues you experienced with the hinges and the discomfort while wearing glasses. We understand how frustrating it can be to encounter durability issues, especially with a product you enjoy. Your feedback is valuable to us, and we are continuously working to improve the design and durability of our products. For information regarding the headband issue, please refer to the following link: https://www.sony.com/electronics/support/articles/00346233 Regarding the discomfort while wearing glasses, we acknowledge that comfort can vary based on individual preferences and usage. We will take your feedback into consideration for future improvements. Should you need more information/technical assistance, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you. Name: Username: Model Number: Issue/Concern: Telephone Number: Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast. https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Thank you for your continued support and for choosing to purchase another pair of our headphones. Best regards, Romeo Sony Social Support

Response from sony.com

Hi there, Thank you so much for the 5-star rating! We are glad to hear that you are happy with your new WH1000XM5 headphones! We appreciate your feedback on the headphones as this will help us in improving our products. Thank you for choosing Sony! Regards, Carl

Response from sony.com

Hi Smoon, Thank you for reaching out to us with your concern. We're sorry to hear about what happened with your headphones. This is definitely not the quality or durability we aim to deliver to our customers. Sony commitment to customer satisfaction is our top priority and the WH-1000XM5 were tested and build to last. Please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase. For us to better assist you, please contact our Product Support team via phone or chat through this link so we can better assist you: https://us.esupport.sony.com/support/s/support-contact?language=en_US May we also contact you to help and get more information? If so, 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: Username: Telephone Number: Sony Model Number: Additional Information regarding your experience with the WH-1000XM5: We value your feedback and aim to restore your trust in Sony. Sincerely, Jess

Response from sony.com

Awesome, Einstein 09! We're very grateful for this positive feedback! Thank you for this amazing review of your Sony WH-1000XM5. It's wonderful to hear it meets your expectations and you feel these are the best sounding headphones that you've owned. Glad to know you are enjoying the excellent sound quality and noise cancellation of the headphones. Thank you so much for your purchase and for giving the product a perfect rating! -Jess

Response from sony.com

Hi Son dog, Awesome! We are glad to hear that you are happy with your new WH1000XM5! Thank you for choosing Sony! -Carl