Sony - Ignoring common quality control faults & potentially deliberately bricking WH1000-XM5 headphones

[zackcog]

Name of Brand: Sony

I am writing this as result of the recent video sponsored by Sony promoting their WH1000-XM6 headphones.

 

Description of your issue:

There are so many common qualities control issues with the Sony WH1000-XM5 headphones and Sony is not taking responsibility for any of it. Hinges frequently break despite users being extremely careful with them and are not being covered by warranty. Another extremely common fault is arising in models from the last couple years in which the right-side stops producing any sound and noise cancelling, Sony are well aware it is a quality control fault. In many user's cases it arises just after their warranty ran out and Sony will only repair at high cost to the user despite it being a fault worthy of a product recall.  The Sony Headphones subreddit is full of memes about how poor quality the XM5 headphones are.

 

In my particular case I updated my WH1000-XM5 to V2.4.1 at the start of April and as soon as the update completed, the right side no longer worked, despite having been working when I was using them just before the update. Another user has reported the same issue arising directly upon the 2.4.1 update, so I now have suspicions, especially with the recent release of the XM6, that Sony has deliberately bricked some XM5 by triggering the fault to some headphones with the 2.4.1 update so that owners are forced to buy a new pair and potentially pick up the XM6. https://www.reddit.com/r/SonyHeadphones/comments/1jmbfto/xm5_right_side_no_sound_after_update_to_241/

 

Below are various reddit posts, many with numerous comments about the quality control faults and negative experiences with Sony customer support when reporting the faults.

https://www.reddit.com/r/SonyHeadphones/comments/10jbgb9/sony_wh1000xm5_right_cup_playing_no_audio_none_of/

https://www.reddit.com/r/SonyHeadphones/comments/1fv9i29/wh1000xm5_right_side_stopped_working/

https://www.reddit.com/r/SonyHeadphones/comments/170eb2w/wh1000xm5_no_sound_from_right_cup/

https://www.reddit.com/r/SonyHeadphones/comments/1jmbfto/xm5_right_side_no_sound_after_update_to_241/

https://www.reddit.com/r/SonyHeadphones/comments/1irw5rc/i_guess_im_joining_this_elite_club/

https://www.reddit.com/r/SonyHeadphones/comments/1ifvvnj/it_happened_but_i_won/

https://www.reddit.com/r/SonyHeadphones/comments/1j8euws/goodbye_sony/

https://www.reddit.com/r/SonyHeadphones/comments/1k7zpzu/sonys_response_to_my_broken_hinge_xm5/

https://www.reddit.com/r/SonyHeadphones/comments/1cornaf/why_do_people_spend_extra_for_a_worst_experience/

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

My headphones were only 3 months out of warranty. I reported the issue to Sony customer support explaining the issue had been caused by the 2.4.1 update so was entirely the fault of Sony and something which they needed to resolve/compensate me for and investigate further to find out how many users were affected.

Their response included:

"If these steps do not resolve the issue, the device will need to be serviced at the service centre. Please follow the instructions mentioned in the attached file to know how to send your device to the service centre. Be sure to attach a copy of your proof of purchase when sending it. Kindly note if this device is over 12-months old then it will be out of warranty and the service will be chargeable."

I responded "I have tried the steps to no avail. Why should I be expected to pay when it was the sony firmware update that broke them. This is entirely the fault of sony."

 

Their response.

"With reference to your enquiry regarding your Sony WH-1000XM5, please note that the device requires an inspection to confirm the issue and repair the headphones. However, the repair will be chargeable as the device is already out of warranty."

 

I responded with all the reddit threads showing how many major issues of poor-quality control are affecting WH1000-XM5 headphones which they needed to rectify to win back the goodwill from their customers, which has had no response.

 

 

[OddOod]

Welcome to the forums!
Thank you for your report. It's important to document this stuff
Given that they are currently rolling out the XM6 series, they are unlikely to ever rectify this

[LogicalDrm]

Interesting to see that Sony applies same shady ways with their top line as they do with cheaper products. I used to have cheaper earbuds, with couple of issues. 3 pairs of which first two had cable coming loose after 6 months of use. Those were replaced under warranty. The third, still in warranty and just 3 months of use, had rubber seal breaking. That one was denied warranty and "wear and tear not covered" given as excuse. When it's obviously quality issue when it happens within few months of use. I didn't bother to fight further since it was so cheap.

[Micn]

Fyi this happen with first gen of xm5 earbuds too they had shitty battery and when they pushed a update it fry usely one of your earbuds making there battery only last 30 mins or so. there soo many cases of this i would never buy sony earbud or headphones ever again. Fyi you can see the post that this kind of stuff happen xm4 then in xm5 they know and do not care.

https://www.reddit.com/r/SonyHeadphones/comments/16gnyum/so_the_left_ear_is_draining_faster_wf1000xm5/

https://www.loudnwireless.com/blog/sony-wf-1000xm5-battery-issues-1-year-later-