Product Reviews

Hi Fractalesque,

Thank you for your detailed feedback, and we are very sorry to hear about the ongoing frustration you've experienced with these features. We understand how disruptive it is to have your settings reset and your audio sources switch unexpectedly during important meetings.

To help address these specific behaviors, we recommend trying a few adjustment steps within the Sony Sound Connect app:

1- Speak-to-Chat Resetting: Speak-to-Chat can accidentally reactivate if the touchpad on the right ear cup is touched with two fingers for a couple of seconds. To permanently disable this without accidental triggers, you can go into the app settings under the "Sound" tab, switch Speak-to-Chat off, and ensure your app and headphone firmware are fully updated to prevent setting resets.

2- Multi-Device Syncing: When using the "Connect to 2 Devices Simultaneously" feature, audio focus switches automatically based on playback signals. To prevent incoming phone calls or text notifications from hijacking your Zoom audio, we recommend disabling standard audio notifications on your secondary device (such as your phone) while actively using your headset for work meetings on your computer.

If these adjustments do not resolve the issue and the headset continues to change settings on its own, please reach out to our dedicated technical support team so we can look closer into your device's behavior. You can contact them directly at: 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 to hear that Speak to chat feature didn't meet your expectations. This is not the experience we aim to provide, as we continuously strive to deliver the best possible quality.

Speak-to-Chat feature activates when it detects your voice, but it may also activate from vibrations like electric toothbrushes, shavers, coughing, or humming. If it turns on too often by accident, set Speak-to-Chat to “Low Sensitivity.” using the Sound Connect app: https://cutt.ly/Yt4hi0sL

Regarding the wheezing sound, please follow the below steps:
1- Ensure that the headset is updated: https://cutt.ly/xrkwmx93
2- Reset your headset: https://cutt.ly/2rkwYw2G
3- Initialize your headset: https://cutt.ly/hrkwFvSi

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 there!
Thank you so much for the wonderful review!

It brings us great joy to hear how much you love your WH-1000XM4 headphones. We are so happy that the noise cancellation gives you that studio feel and that the beautiful beige color perfectly matches your style. It is awesome that you are already exploring the app to customize your sound!

Thanks for choosing Sony!
Warm regards,
Estefany

Hi Mohzman,
Thanks for the review. We're so sorry to hear about the trouble you're having with your WH-1000XM4 headphones.

We want to look into this right away and see how we can help. Please send us an email at socialsupport@am.sony.com so we can review the information our support team gave you.

When you email us, please include these details so we can find your account quickly:

Full Name:
Sony Username:
Telephone Number:
Model Number:
Issue/Concern:
Case number provided by our support:

Thanks for considering Sony. We look forward to hearing from you and working to make this right.

Warm regards,
Estefany

Thanks for the 5-year review, Aragorn Ranger!

It’s awesome to hear they’ve withstood the test of time and got you into the audiophile world.

We really appreciate the honest feedback about the app and the occasional iOS Bluetooth quirks. We're passing those notes right along to our teams so we can keep improving things.

Thanks for sticking with Sony!

Best regards,
Gus, Sony Social Media Team

Hi there,

We feel privileged to know that your headphones are still impressing you after three years of daily use! Building premium products that stand the test of time is incredibly important to us, and hearing that your pair is still delivering outstanding performance after all this time is the ultimate compliment.

Thank you for being a loyal part of the Sony family for all these years!

Regards,
Dominick

Hello DogArt219,

Thank you for considering Sony products.

We apologize for the inconvenience you are experiencing with your WH-1000XM4 headset cutting out the volume during calls and the app settings reverting to default after powering off. To help resolve this issue, please try the following steps:

Firmware Update to Version 3.0.1: Installing the latest firmware can improve performance and fix bugs. You can find detailed update instructions here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/software/00261613

Reset the Headset: This clears temporary glitches without deleting your paired devices. Instructions can be found at: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html

Initialize (Factory Reset): If resetting does not help, perform a factory reset to restore default settings. Please note this will erase all paired device information. Detailed steps are available here: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html

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

Hello Joshuasan,

Thank you for choosing Sony!

We're honored to hear that your WH-1000XM4 headphones remain the best purchase of your life. We apologize that the ear cups are beginning to show signs of their age, yet it is wonderful to know the sound quality remains as impressive as the day you first put them on. To help you restore that out-of-the-box comfort, you can indeed obtain genuine replacement pads through our authorized parts partner at https://sony.encompass.com/item/12582299/Sony/X-5001-119-1/. Your loyalty highlights the enduring craftsmanship we strive for, and we are grateful to have been a part of your daily listening journey for so long.

Best regards,
-Fred

Hi Johnathan ,

Thank you for the detailed feedback! We’re thrilled to hear you love the comfort, battery life, and sound quality of your WH-1000XM4.

To make conversations easier, we recommend trying the Quick Attention feature by placing your palm over the right earcup to instantly hear ambient sound. You can also enable Speak-to-Chat in the app to automatically pause music when you speak. We’ve also shared your notes regarding charging and wired controls with our product team.

Thanks for choosing Sony.

Best regards,
Eliab

Thank you for sharing your experience, Mackerdude2u!

We are absolutely thrilled to hear that you are so happy with your switch to the WH-1000XM4! It is wonderful to know that you're enjoying the deeper bass and crisper highs. We take great pride in our audio engineering, so hearing that you prefer our sound profile and value over the competition means the world to us.

Thank you again for choosing Sony!

Best regards, Gus, Sony North America Customer Support

Hi there,

We are very sorry to hear that the noise canceling performance did not meet your expectations. To ensure you're getting the best results, please use the Sony | Sound Connect app to run the Adaptive NC Optimizer and verify that "Ambient Sound Control" is turned off, as this ensures the noise sensors are fully engaged. If you are looking for our most powerful, industry-leading noise cancellation specifically designed for focus and travel, we highly recommend our latest WH-1000XM6 model, which features 12 microphones and a processor seven times faster than previous generations for near-silent immersion.

Thanks for choosing Sony.

Best regards,

Eliab

Hi Winberd,

It’s rewarding to hear that you still consider these the gold standard for sound quality, even with all the new options out there!

Regarding your experience with the battery, we want to ensure you're getting the most out of every charge. The total playback time can vary depending on your specific settings—features like the Speak-to-Chat function, the type of Equalizer settings used, and the DSEE Extreme™ enhancement can all impact the battery life. To help you optimize your headphones for longer sessions, we recommend checking out our Help Guide which details how different settings affect power consumption.

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP1000466396.html

Thank you for your incredible loyalty and for being such a dedicated member of the Sony family.

Regards,
Dominick

Thank you for the fantastic review, ELCHAMO!

We truly appreciate your confidence in the Sony brand. It is wonderful to hear that you have no regrets about choosing the WH-1000XM4 headphones. We take great pride in our reputation for reliability and quality, and it’s incredibly rewarding to know that we’ve earned your trust.

We hope you continue to enjoy the industry-leading noise cancellation and premium sound for a long time to come. Thank you for being a part of the Sony family!

Best regards,

Gus, Sony North America Customer Support

Hi there,

We are thrilled to hear that you are enjoying the balanced sound and bass on your WH-1000XM4! It’s wonderful to know they have become your go-to headphones for movies and music videos.

Thanks for choosing Sony.

Best regards,

Eliab

Hi,

Thank you for your feedback.

We're happy to hear that you're enjoying your WH-1000XM4, and happy with the sound quality we always aim to deliver! We hope you continue to enjoy it for years to come!

Additionally, you can switch off the "Automatic Power Off" feature using the Sony Sound Connect app, following the steps here: https://cutt.ly/ptbaEI2a

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

Hi,

Thank you for your feedback.

We're happy to hear that you're enjoying the sound of your WH-1000XM4. Yet, we're sorry to learn that you're facing difficulties with the microphone of your headset.

Please try the steps below and test again:
1. Use the Bluetooth device to re-establish the connection. Select HFP or HSP for the profile.
2. Try using the headset with a different device.
3. Try using different apps.
4. Restart the device being connected, such as your computer or smartphone.
5. Update the headset to the latest version using this link: https://cutt.ly/ItvnR2NZ
6. Reset the headset by following the steps here: https://cutt.ly/ztvnTycn
7. Initialise the headset to the factory settings, following the steps here: https://cutt.ly/btvnTlSv

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

Hi,

Thank you for your feedback.

We’re sorry to hear that the WH‑1000XM4 feels heavy to you. This is not the experience we aim to provide, as we continuously strive to deliver the best possible quality.

It's worth mentioning that the XM4 is built with high‑quality, lightweight materials, including the soft fit ear pads and a flexible band, designed to provide long‑term comfort and reliability during everyday use.

However, 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.

To activate the noise‑cancelling feature, please follow the steps outlined here: https://cutt.ly/ktvv5mWY

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're enjoying your WH-1000XM4. Yet, we're sorry to hear that the noise cancelling didn't meet your expectations. This is not the experience we aim to provide, as we continuously strive to deliver the best possible quality.

If the noise-cancelling effect is not sufficient, try the steps here and test again: https://cutt.ly/BeBeeOr7

In case the issue remains, follow the below steps:
1- Ensure that the headset is updated: https://cutt.ly/xrkwmx93
2- Reset your headset by following the steps here: https://cutt.ly/2rkwYw2G
3- Initialize your headset by following the steps here: https://cutt.ly/hrkwFvSi

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're enjoying your WH-1000XM4, 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, do not hesitate to contact us using the details here: https://cutt.ly/heoRCkdW (Copy and paste the link in your browser).

Menna @Sony Support UK

Hi Inorod,

We are glad you like the comfort and sound of your WH-1000XM4! For the connectivity issues, please ensure your firmware is updated via the Headphones Connect app and try a quick reset by holding the Power and Custom buttons simultaneously for 7 seconds. If the app still has trouble, try toggling your phone's Bluetooth to refresh the connection.

Thanks for choosing Sony.

Best regards,
Eliab

Hi ocean127!
Thank you so much for your wonderful feedback! We are really happy to hear that the WH-1000XM4 headphones have made such a difference for you.

We appreciate you choosing Sony!
Best regards,
Estefany

Hello there,

Thank you for considering Sony products.

We’re sorry to hear about the charging issue you’re experiencing with your WH-1000XM4 headphones. We understand how important it is for your headphones to work reliably, especially since you enjoy their sound and noise-canceling features.

To help resolve this, we recommend the following steps:

Please review the official troubleshooting article on charging issues here:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752805.html

Reset the headset to clear any temporary bugs without erasing your pairing information. Instructions can be found here:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html

If resetting does not resolve the issue, perform an Initialize (factory reset) to fully restore the headset settings. Please note this will delete all pairing information. Detailed steps are available here:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html

If the problem continues after trying these steps, we recommend contacting Sony’s dedicated support team for advanced troubleshooting. You can find contact options and resources here:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We want to get this resolved for you as quickly as possible. Thank you for your patience and understanding.

Best regards,
-Fred

Hello Hahgsbjsk,

Thank you for considering Sony products.

We apologize for the inconvenience you're experiencing with your WH-1000XM4 headphones not fully reducing noise from power tools. While these headphones are designed to cancel ambient noise effectively, their performance can vary depending on the frequency and intensity of sounds. The noise-canceling feature works best with low-frequency noises, such as those from airplanes or trains, but may be less effective against higher-frequency sounds like power tools.

If you haven’t already, please make sure the "Focus on Voice" setting is turned off in the app, as it can allow some mid-to-high frequency sounds to pass through. Also, verify that Adaptive Sound Control is disabled to prevent the noise-canceling level from adjusting while you’re moving or working.

For detailed instructions, please visit:
https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0001548866.html

Best regards,
-Fred

Hi Bitange!
Thanks for sharing your review!

It is fantastic to know that you’ve been loving your WH-1000XM4 headphones for a few years now.

Thank you for putting your trust in Sony!
Best regards,
Estefany

Hi,

Thank you for your feedback.

We’re sorry to hear that you're facing difficulties getting the 3 months audible trial. 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 Zamenia,

Thank you for considering Sony products.

We’re delighted to hear your positive feedback on the WH-1000XM4 headphones’ sound quality, battery life, and noise cancelling features. We apologize for the inconvenience caused by the touch controls and sensitivity issues you’ve experienced. We understand how these challenges can affect your user experience, especially when adjusting volume quickly or using the headphones to rest.

To help improve touch sensor responsiveness, please consider the following:

Ensure Proper Contact: The touch sensor is on the flat surface of the right earcup. Make sure your finger fully contacts this area while operating. More details: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html

Wear the Headphones Correctly: Proper positioning of the earcups and adjustment of the headband are essential for optimal touch control function. More details: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002928786.html

Adjust Touch Control Settings: Customize touch functions via the Sony | Headphones Connect app to enhance responsiveness. Instructions here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0002935904.html

If these steps don’t resolve the issue, please contact our support team for further assistance: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We appreciate your feedback and are committed to improving your experience.

Best regards,
-Fred

Hello Bavant,

Thank you for choosing Sony!

We couldn't be happier to hear that the WH-1000XM4 headphones have become your favorite to the extent of ordering a backup pair. It’s truly rewarding to know our product delivers such a great experience that you want to keep it close.

Best regards,
-Fred