Hodnocení výrobků

Hello SammyL,

Thank you for considering Sony products.

We sincerely apologize for the inconvenience you have experienced with your WH1000XM5 headphones. We understand how frustrating it is to encounter a hinge issue just outside the warranty period, especially when it impacts a product you rely on. Please be advised that the Sony limited warranty covers manufacturing defects; however, damage resulting from regular use or accidental impact is generally not covered.

To assist you further, we recommend contacting our authorized service partner, Encompass, who offers specialized repair services with genuine parts that may provide a more affordable option: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.

We have also forwarded your feedback regarding product durability and support accessibility to our quality assurance team for review. We truly value your input as it helps us improve our products and services.

Best regards,
-Fred

Hi JV0410,

We’re sorry to hear about the battery performance you’ve experienced with your WH-1000XM5. While these headphones typically offer up to 30 hours of battery life, performance can vary based on settings like Noise Canceling and Speak-to-Chat. We recommend ensuring the firmware is up to date via the Sony Headphones Connect app and trying a different USB-C cable for a full charge.

Thanks for choosing Sony.

Best regards,
Eliab

Hi,

Thank you for your feedback.

We're happy to hear that you're enjoying your WH-1000XM5, and happy with the sound quality we always aim to deliver! Yet, we are sorry to learn that you're facing difficulties with the comfort of your headset.

Please make sure to follow the steps at this link to wear and adjust the headset for your maximum comfort: https://cutt.ly/3tPfUG8D

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

Menna @Sony Support UK

Hello there,

Thank you for considering Sony products.

We sincerely apologize for the inconvenience caused by the issue with your WH-1000XM5 headphones. We understand how frustrating it is to experience a problem with the left hinge in less than seven months.

Please be advised that the Sony limited warranty covers manufacturing defects; however, damage resulting from regular use or accidental impact is generally not covered. To assist you further, we recommend contacting our authorized service partner, Encompass, who offers specialized repair services with genuine parts that may provide a more affordable option: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.

Additionally, we have forwarded your feedback regarding product durability and support accessibility to our quality assurance team for review. We truly value your input as it helps us improve our products and services.

Best regards,
-Fred

Hi Nunya223,

Happy belated birthday! We are truly sorry to hear that your experience with your new WH-1000XM5 has been frustrating so far. We want to ensure you can fully enjoy your gift, and we would like to offer you personalized assistance with the application setup for your headphones.

Our team is ready to help you navigate the setup process step-by-step to ensure everything is working correctly for you. Please contact us directly through the link below so we can assist you:

Contact Sony Support:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for considering Sony!

Regards,
Dominick

Hi,

Thank you for your feedback.

We’re sorry for the inconvenience caused! This is certainly not the experience we aim to provide, as we continuously strive to deliver the best possible quality.

Please contact us using the details provided at the following link for assistance. We would be happy to provide the necessary support: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)

Nadine @Sony Support UK

Hello LaurenF,

Thank you for considering Sony products.

We sincerely apologize for the inconvenience you’ve experienced with your WH1000XM5 headphones. We completely empathize with your frustration regarding the breakage of the plastic casing on the swivel hinge after just over a year of use. While the warranty typically covers manufacturing defects and not damage from wear over time, we want to support you as much as possible.

To assist you further, we recommend contacting our authorized repair partner, Encompass, who can provide repair options that might be more affordable. You can find more information and service options here: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.

Please don’t hesitate to reach out if you need further assistance.

Best regards,
-Fred

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 the design didn't meet your expectations; this is not the norm, as we strive to deliver the best quality possible.

However, it's worth mentioning that the XM5 is built with high‑quality, lightweight materials, including the soft fit leather ear pads and a flexible band, designed to provide long‑term comfort and reliability during everyday use.

We recommend checking the following link to learn how to wear the headset properly to prevent any discomfort here: https://cutt.ly/trxZ9hYu

Additionally, you can find the precautions here: https://cutt.ly/Kr3CtGvP

Moreover, we appreciate your feedback regarding the foldable design. 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 (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 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!

To adjust your sound quality please check the information in the following article to guide you: https://cutt.ly/AtUI7uK8

Furthermore, if you need any assistance, please don't hesitate to contact us using the details here: https://cutt.ly/heoRCkdW (Copy and paste the links in your browser).

Ismail @Sony Support UK

Hi,

Thank you for your feedback.

We’re glad you enjoyed the performance of the WH-1000XM5. Yet, we're sorry to hear that the design didn't meet your expectations, which led to the return of your product.

However, it's worth mentioning that the XM5 is built with high‑quality, lightweight materials, including the soft fit leather ear pads and a flexible band, designed to provide long‑term comfort and reliability during everyday use.

Please contact us using the details provided at the following link for assistance. We would be happy to provide the necessary support: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)

Nadine @Sony Support UK

Hallo Unz,

vielen Dank, dass du dir die Zeit genommen hast, dein ausführliches Feedback zu den Sony WH-1000XM5 zu teilen. Es freut uns sehr zu hören, dass dich insbesondere der Klang, das geringe Gewicht und die Unterstützung hochwertiger Audio-Codecs wie LDAC überzeugen.

Gleichzeitig danken wir dir für deine ehrlichen Hinweise zum Noise Cancelling und zur Ausstattung.
Bezüglich deiner Anmerkung zum ANC empfehlen wir, die adaptive Geräuschsteuerung in der App zu prüfen, um die Isolierung je nach Umgebung noch weiter zu optimieren. Hier findest du eine Anleitung dazu: https://cutt.ly/5tUqZwwM

Solltest du Unterstützung bei den Einstellungen benötigen oder Fragen haben, hilft dir unser Support-Team gerne weiter. Du erreichst uns hier: https://cutt.ly/BeFnHJXA (bitte den Link in den Browser kopieren).

Bonjour,

Merci pour votre commentaire.

Nous sommes ravis d'apprendre que vous appréciez la qualité sonore et le confort de votre casque WH-1000XM5.

Nous sommes toutefois désolés d'apprendre que la réduction de bruit n'a pas totalement répondu à vos attentes. Si vous estimez que l'effet de la fonction antibruit est insuffisant, nous vous invitons à consulter le lien suivant: https://cutt.ly/ntRfv8VZ

Vous trouverez également plus d'informations sur le fonctionnement de la technologie antibruit et sur ce à quoi vous pouvez vous attendre ici: https://cutt.ly/qtRfbpCi

Si vous avez besoin d'aide supplémentaire ou si vous avez des questions, vous pouvez toujours nous contacter via le lien suivant: https://cutt.ly/dwMXCsJ9

(Copiez-collez ces adresses dans votre navigateur).

Hi,

Thank you for your feedback.

We’re truly sorry to hear that your WH‑1000XM5 sustained this kind of structural failure despite being handled with care. We fully understand how disappointing it is. This is certainly not the experience we aim to provide, as we continuously strive to deliver the best possible quality.

Please contact us using the details provided at the following link for assistance. We would be happy to provide the necessary support: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)

Nadine @Sony Support UK

Hi,

vielen Dank für dein Feedback. Es tut uns leid, dass du solche Erfahrung gemacht hast. Da wir mehr Informationen benötigen, empfehlen wir dir, uns direkt zu kontaktieren. Besuche unsere Website, um mit uns Kontakt aufzunehmen: https://cutt.ly/6exW0iJT (Kopiere den Link und füge ihn in ein neues Browserfenster ein).

Nouran @Sony Support DE 

Thank you for your feedback.

We are truly sorry to hear about the hinge on your WH-1000XM5. As someone who expects Sony quality, hearing that a premium pair of headphones didn't hold up is the last thing we want to hear. We also sincerely apologize that your initial experience with our support team left you feeling unheard—that’s not the level of service we aim for.

While we understand that physical damage is often classified as a non-warranty repair, we take reports regarding build consistency very seriously. Your feedback about the hinge is being shared directly with our quality and design teams to ensure we are meeting the durability standards our customers expect.

We truly value your loyalty to the Sony brand over the years and regret that we missed the mark this time. Thank you for holding us to a higher standard.

Best regards,

Gus, Sony Social Media Team

Hi,

Thank you for your feedback.

We're happy to hear that you're 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!

Additionally, you can follow the steps here to adjust the headset for your head size and maximum comfort: https://cutt.ly/VtWe5EeM

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

Menna @Sony Support UK

Hi,

Thank you for your feedback.

We’re happy to learn that you're enjoying your WH-1000XM5. Yet, we're sorry to learn that you're facing difficulties when wearing them.

However, it's worth mentioning that the XM5 is built with high‑quality, lightweight materials, including the soft fit leather ear pads and a flexible band, designed to provide long‑term comfort and reliability during everyday use.

You can find how to wear the headset correctly to prevent any discomfort here: https://cutt.ly/trxZ9hYu

Additionally, you can find the precautions here: https://cutt.ly/Kr3CtGvP

If you need any further 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 Florangel,

Thank you for reaching out and sharing your experience with us. We are sorry to hear about the repeated issues you’ve encountered with the hinge of your WH-1000XM5 headphones, especially following a previous repair.

While we take your feedback seriously as it helps us identify areas for improvement, it is important to clarify that our limited warranty is designed to cover internal manufacturing defects. A broken hinge is classified as physical damage, which falls outside the scope of the standard warranty coverage.

We sincerely appreciate you sharing these observations with us. Your comments have been noted and shared with our product development team for future consideration.

Thank you for considering Sony!

Best regards,
Dominick

Hallo,

vielen Dank, dass du dir die Zeit genommen hast, uns dein ausführliches Feedback zu den WH-1000XM5 mitzuteilen. Es freut uns sehr zu hören, dass du die Kopfhörer als „Gamechanger“ empfindest und insbesondere das Noise-Cancelling sowie die Klangqualität deinen Alltag positiv beeinflussen. Wie du richtig bemerkt hast, sind die WH‑1000XM5‑Kopfhörer für den Schutz vor Nieselregen und starkem Wind empfindlich. Wir empfehlen, die Kopfhörer bei leichtem Regen oder starker Windbelastung vorsichtig zu verwenden oder in der Schutzhülle aufzubewahren.
Bei sehr hochauflösenden Kopfhörern können Kompressionsartefakte von Musikdateien stärker wahrgenommen werden. Wenn Störrauschen oder ungewöhnliche Geräusche zu hören sind, Befolge bitte die Schritte unter dem folgenden Link: https://cutt.ly/ptmHQrYL (Kopiere den Link und füge ihn in ein neues Browserfenster ein).
Damit du lange Freude an deinen Kopfhörern hast, beachte bitte unsere Hinweise zur Reinigung und Aufbewahrung: https://cutt.ly/ttmHWqIZ (Kopiere den Link und füge ihn in ein neues Browserfenster ein).
Solltest du noch Hilfe benötigen, empfehlen wir dir, uns direkt zu kontaktieren. Die Kontaktdaten findest du unter dem folgenden Link: https://cutt.ly/6exW0iJT
(Kopiere den Link und füge ihn in ein neues Browserfenster ein).

Hi there,
Thanks so much for taking the time to share this detailed review and for calling out the excellent sound quality and noise cancellation on your WH-1000XM5. We’re really glad those parts are working well for you.

We’re also very sorry to hear how frustrating the rest of the experience has been. That’s not what we want for anyone using our products.

About not being able to use the headphones while they are charging: this is by design. It helps protect the battery and supports long term performance and safety, which is why audio playback is disabled during charging.

The issue where your music pauses when you clear your throat is most likely caused by the Speak‑to‑Chat feature. This listens for your voice so it can pause audio when you start talking. You can turn this feature off, or change how sensitive it is, in the Sony | Sound Connect app. You can also control Speak‑to‑Chat using the touch sensors on the headphones if that’s easier for you.

For more details, please see this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000536742.html

For the Bluetooth connection and noise cancelling controls, our technical support team can walk you through the settings step by step and help you set things up in a simpler way that suits how you use the headphones. Please reach out to them here: https://www.sony.net/support-contact

We really appreciate you giving Sony a try and letting us know about your experience.
Warm regards,
Estefany

Hello Emeb,

Thank you for considering Sony products.

We sincerely apologize for the inconvenience you've experienced with your WH1000XM5 headphones, particularly regarding the microphone functionality during calls, the automatic turn-off feature, and the reduced battery life. We’re glad to hear that the sound quality is good.

To help get your device back in working order, we suggest trying the following troubleshooting steps:

Check "Auto Power Off" Settings: Open the Sony Headphones Connect app and verify that the "Automatic Power Off" function is enabled. You can find detailed instructions here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0002935917.html

Call Issues: For microphone and call-related problems, please follow the troubleshooting steps outlined in this guide: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534697.html

Reset the Headset: Try resetting the headphones to resolve minor glitches. Instructions are available here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Initialize the Headset: If resetting doesn’t help, you can initialize the headset to restore factory settings. Learn how here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

Firmware Update: Ensure your headphones are updated to Firmware Version 2.5.1, which includes important fixes. You can download the update here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

If the issues persist after these steps, we encourage you to contact our dedicated support team for further assistance and advanced troubleshooting. You can find all contact options and resources here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Best regards,
-Fred

Hi,

Thank you for your feedback.

We're sorry to hear that your WH-1000XM5 snapped. This is not the norm, as we continuously strive to deliver the best quality possible.

Please reach out to us directly using the following link so that we can provide you with the needed support: https://cutt.ly/heoRCkdW (Copy and paste the link in your browser).

Menna @Sony Support UK

Bonjour,

Nous vous remercions pour votre commentaire.

Nous sommes ravis d'apprendre que vous appréciez la qualité sonore de votre casque WH-1000XM5. Toutefois, nous sommes sincèrement désolés pour l'expérience que vous avez eue concernant la durabilité et le service après-vente.

Afin de mieux vous assister et d'étudier votre situation plus en détail, nous vous invitons à contacter directement notre service d'assistance via le lien suivant: https://cutt.ly/dwMXCsJ9

(copiez-collez cette adresse dans votre navigateur).

Hi there,
Thank you for sharing your feedback. We're truly sorry to hear about the trouble with your WH-1000XM5 headphones.

Regrettably, damage like this isn’t considered normal wear and tear, so it isn’t covered under the terms of our warranty. We know this isn’t the answer you were hoping for and we're truly sorry we can’t offer a different solution.

Right now, the only way to get your headphones repaired is to send them to our parts supplier, Encompass. They’ll be able to assess the damage and let you know the repair options and costs.

We really appreciate your feedback and support of Sony over the years. We're sorry again for the situation.
Warm regards,
Estefany

Bonjour,

Merci pour votre commentaire.

Nous sommes ravis d'apprendre que vous êtes satisfait de la qualité sonore de votre casque WH-1000XM5.

Nous sommes toutefois désolés d'apprendre que vous rencontrez des difficultés avec la fonctionnalité 360 Reality Audio. Pour plus d'informations sur les conditions d'utilisation, nous vous invitons à consulter le lien suivant: https://cutt.ly/GtbsBKox

Si vous avez besoin d'aide supplémentaire ou si vous avez des questions, vous pouvez toujours nous contacter sur le lien suivant: https://cutt.ly/dwMXCsJ9

(copiez-collez ces adresses dans votre navigateur).

Hi K2subra,
Thank you so much for sharing all the details about what happened with your headphones. We're really sorry to hear that your WH-1000XM5 broke near the hinge.

Based on the information you provided, this kind of damage isn’t considered normal wear and tear, so it isn’t covered under the terms of the warranty. We know that’s disappointing and we apologize for any inconvenience this causes.

However, we want to help. We’ve partnered with our parts supplier, Encompass, to offer a low-cost repair. This special offer is just for a broken headband on the WH-1000XM5 model and doesn’t apply to other headphone models or different types of issues.

Here is Encompass’s contact information so you can reach out to them directly for this repair:
Phone: 1-866-835-1146
Email: service@encompass.com
Hour of Operations: Monday - Friday: 8:00 am - 6:00 pm EST

Thanks for considering Sony headphones and letting us know about this issue.
Warm regards,
Estefany