Ulasan Produk

Hi crystalcastle,

We are truly sorry to hear that you are disappointed with the build quality and noise-canceling performance of your new headphones.

To help optimize the Active Noise Canceling (ANC) to better block out everyday sounds like a boiling kettle, please ensure the earcups are tightly sealed around your ears and use the Sony | Sound Connect app to run the Noise Canceling Optimizer. You can verify if this improved isolation by testing the ANC in a noisy environment after recalibration. For additional product support or warranty information regarding your build quality concerns, please visit our Sony Support Page: https://us.esupport.sony.com/support/s/support-contact?language=en_US.

Thanks for choosing Sony.

Best regards,
Eliab

Hi,

Thank you for your feedback.

We're sorry to hear that the WH-1000XM5 quality isn't up to your liking, this is not the norm as we strive to deliver the best quality possible.

If you still have the device, try 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 version using this link: https://cutt.ly/DtVY3F6o
5. Reset the headset by following the steps here: https://cutt.ly/FtVY39eO
6. Initialise the headset to the factory settings, following the steps here: https://cutt.ly/ctVY8sxy

Furthermore, if any further assistance is needed, please contact us using this link: https://cutt.ly/heoRCkdW (Please copy and paste the links in your browser).

Ismail @Sony Support UK

Hi,

Thank you for your feedback.

We're happy to hear that you are enjoying your WH-1000XM5. We hope you continue to enjoy it for years to come!

If you need any assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)

Nadine @Sony Support UK

Hi,

Thank you for your feedback.

We’re sorry to hear that your WH-1000XM5 didn't meet your expectations. This is certainly not the experience we aim to provide, as we continuously strive to deliver the best possible quality.

We appreciate your feedback. 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.

If you need any further assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Please copy and paste links into your browser)

Nadine @Sony Support UK

Hi,

Thank you for your feedback.

We’re happy to hear that you're enjoying your WH-1000XM5. Yet, we're sorry to hear that you're facing difficulties with the Adaptive sound control feature.

You can disable Adaptive Sound Control in the Sony Sound Connect app to stop switching between modes by following the steps here: https://cutt.ly/lrxE9vFA

Regarding your issue with the app, please follow the below instructions:
1- Update the software version of the app.
2-Uninstall and re-install it.
3- Clear App Cache/Data.

Moreover, we appreciate your feedback regarding the deeper bass. 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.

If you need any further assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Please copy and paste links into your browser)

Nadine @Sony Support UK

Hello Vin64,

Thank you for considering Sony products.

We are truly sorry to hear about the issues with your WH1000XM5 headphones, especially after you have taken such careful care of them. We understand how frustrating it is when a product does not last as expected, particularly compared to your previous model.

Based on the description of the damage, this type of breakage unfortunately falls outside the coverage of Sony’s warranty. However, we want to support you with a repair option through our Authorized Servicer, Encompass. They can repair your headphones for a flat rate of $92.49 plus tax, which includes shipping back to you after the repair.

If you choose to use this service, we are here to help with the process. You can also reach Encompass directly at (866) 835-1146, Monday through Friday, 8:00 am to 6:00 pm ET, or by email at service@encompass.com.

We appreciate your feedback and are committed to assisting you as best we can.

Best regards,
-Fred

Hi Pops53,
Thanks for the feedback regarding the WH-1000XM5 packaging.

We are truly sorry for the frustration caused by the lack of a detailed printed manual.

To help you get started right away, please check out our Sony WH-1000XM5 Online Help Guide for step-by-step instructions, feature breakdowns, and tips to get the best sound: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/index.html

We value your input. Thanks for considering Sony.
Kind regards,
Estefany

Dear Customer,

Thank you for taking the time to share your feedback with us. We truly appreciate hearing your thoughts.

We’re delighted to know that you are enjoying the excellent sound quality, noise cancelling performance, comfortable earpads, and overall experience of your WH-1000XM5. We also appreciate you taking the time to share your detailed observations regarding the sound profile and EQ customisation.

At the same time, we’re sorry to learn about your experience with the touch controls and wearing detection sensitivity. We understand how frustrating it can be when unintended touches or adjustments trigger controls, and when playback is interrupted sooner than expected due to wearing detection. We sincerely apologise for any inconvenience caused.

Your feedback is valuable to us, as it helps us better understand our customers' experiences and expectations. We will ensure that your comments are shared with the relevant team for review.

If you require any assistance or would like us to look into your concerns more closely, we kindly encourage you to reach out to our customer service team through the link below:

https://web.sony-asia.com/sg/contact-us/

Our team will be happy to assist you further.

Thank you for choosing Sony. We value your trust and appreciate your honest input.

Best regards,
Sony Customer Service Team

Hi,

Thank you for your feedback.

We’re sorry to hear that the sound quality of your WH-1000XM5 didn't meet your expectations. This is not the norm, as we strive to deliver the best quality possible.

Please follow the instructions at this link to enhance the sound quality: https://cutt.ly/8rxmpCg0

You can also prioritise the sound quality by following the steps here: https://cutt.ly/nyinNSk8

Moreover, we appreciate your feedback. 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.

If you need any further assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Please copy and paste links into your browser)

Nadine @Sony Support UK

Hi,

Thank you for your feedback.

We’re sorry to hear that you're facing difficulties with the instructions for your WH-1000XM5. This is certainly not the experience we aim to provide, as we continuously strive to deliver the best possible quality.

It's worth to mention that Sony is complying with new EU regulations along with our Road to Zero approach to cut down on electronics waste: https://cutt.ly/Or1k7S4k

However, you can explore the features of your headset by using the online manual guide as it's very comprehensive and thorough: https://cutt.ly/GyyMibpG

To learn specifically how to answer incoming calls using your headset, you can follow the instructions here: https://cutt.ly/ayyMi97O

If you need any further assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Please copy and paste links into your browser)

Nadine @Sony Support UK

Hello there,

Thank you for considering Sony products.

We are sorry to hear about the issue you experienced with your WH-1000XM5 headphones, especially the faint background audio bleeding through despite your efforts with troubleshooting and the firmware update. We understand how frustrating the replacement process must have been, including the need to purchase and print a shipping label and arrange the drop-off yourself. We recognize that being without your headphones for an extended period adds to the inconvenience. This situation does not reflect the high standards we aim to uphold, and we truly appreciate you sharing these concerns. We will pass your feedback on to the appropriate Sony team as we continue to work on improving both our products and service experience.

Best regards,
-Fred

Hi,

Thank you for your feedback.

We’re sorry to hear that the design of the WH-1000XM5 didn't meet your expectations. This is not the norm, as we strive to deliver the best quality possible.

We appreciate your feedback. 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.

If you need any assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)

Nadine @Sony Support UK

Hi,

Thank you for your feedback.

We’re happy to hear that you're enjoying your WH-1000XM5. We completely understand your point about the limited folding design and carrying case.

We appreciate your feedback. 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.

You can find instructions on how to place the headset in the carrying case at the following link: https://cutt.ly/Yyqn6pry

If you need any further assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Please copy and paste links into your browser)

Nadine @Sony Support UK

Thank you for the detailed feedback!

We are so glad to hear you absolutely loved everything about the sound and experience at first, but we are incredibly sorry about that broken hinge. We want our headphones to be as durable as they are smart, so we are definitely passing your notes about the hinge structure straight to our engineering team to look into for future design tweaks.

Since our limited warranty only covers internal factory defects and doesn't cover physical damage to the exterior structure, we unfortunately aren't able to offer a different support outcome on the repair costs. We really appreciate you sharing your experience so we can keep improving our build quality moving forward.

Thank you for choosing Sony!

Best regards,
Gus, Sony Social Media Team

Hi Nav12,

Thank you for taking the time to share your detailed feedback regarding your experience with the WH-1000XM5 headphones. We completely understand how frustrating it is to encounter a structural failure like a broken hinge, especially given your careful handling and daily use of the product.

While we take all reports of material concerns seriously, our limited warranty is designed to cover internal manufacturing defects rather than external physical damage or structural breaks. Please know that we genuinely value your perspective, and we have shared your observations regarding the hinge reinforcement directly with our design and engineering teams for future product considerations.

To help you get your headphones back to working order, we have partnered with Encompass to offer professional out-of-warranty repair options.

Phone: 1-866-835-1146
Email: service@encompass.com
Hours: Monday – Friday, 8:00 AM – 6:00 PM EST

They will be able to provide you with the most efficient repair solutions available.

Thank you for considering Sony!

Regards,
Dominick

Hi there,
Thanks for the feedback. We're truly sorry to hear that both pairs of headphones broke so quickly, especially since you love the sound and noise canceling features. We completely understand your frustration with the warranty situation.

We highly recommend reaching out directly to the store or company where you bought that extended warranty to reconfirm your coverage.

If they can't help, we want to make sure you're taken care of. We've partnered with our parts supplier, Encompass, to offer a low-cost repair option. If you want to give that a try, here is how you can reach them:

Phone: 1-866-835-1146
Email: service@encompass.com
Hours: Monday - Friday, 8:00 am - 6:00 pm EST

Thanks for considering Sony. We appreciate you sharing your experience.
Warm regards,
Estefany

Hi,

Thank you for your feedback.

We are happy to hear that you are enjoying your WH-1000XM5, and happy with the quality we always aim to deliver!

We hope you continue to enjoy it for years to come!

Furthermore, if you need any further assistance, feel free to contact us using this link: https://cutt.ly/heoRCkdW (Please copy and paste the links into your browser)

Ismail @Sony Support UK

Hi,

Thank you for your feedback.

We're happy to hear that you are enjoying your WH-1000XM5. We hope you continue to enjoy it for years to come!

If you need any assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)

Ismail @Sony Support UK

Hi Tommy1957,
Thanks for the feedback. We're so sorry to hear that the headband on your WH-1000XM5 broke, especially after your loyalty to our headphones. We completely understand your frustration, and we want to help make this right.

We have partnered with our parts supplier, Encompass, to offer a low cost repair specifically for a broken headband on this exact model (please note this special offer doesn't apply to other models or different issues).

You can reach out to them directly to get this sorted out:

Phone: 1-866-835-1146
Email: service@encompass.com
Hours: Monday - Friday: 8:00 am - 6:00 pm EST

We appreciate you giving Sony a chance with this product. We hope we can win back your trust.
Warm regards,
Estefany

Hi,

Thank you for your feedback.

We're happy to hear that you're enjoying the sound quality of your WH-1000XM5. Yet, we're sorry to learn that your headset broke.

Please make sure to check the precautions in this link to avoid causing any damages to the headset: https://cutt.ly/ttBlRb6g

Furthermore, if you need any further assistance, feel free to contact us using the details here: https://cutt.ly/heoRCkdW (Please copy and paste the links into your browser).

Menna @Sony Support UK