Hi there, Thank you for considering Sony products. We're sorry to hear you're experiencing issues with the noise-canceling feature on your WH-1000XM4 headphones. A popping noise and reduced performance are not typical, and we want to help you resolve this. We recommend trying these steps: Resetting the headset: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html Initializing the headset to restore factory settings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html Firmware Update to Version 2.4.1: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246 If the issue persists, please email us at socialsupport@am.sony.com with the following information. Your headphones are covered by a one-year limited manufacturer's warranty, and we will be happy to assist you further. - Name: - Sony Username: - Model Number: - Description of the Issue: - Telephone Number: We appreciate your patience and look forward to assisting you. Best regards, -Fred

Hi Tishd! It's a true pleasure to hear you're loving your new WH-1000XM4 headphones, especially for your travels! We're so glad you're finding the noise-canceling and sound quality to be perfect. The long battery life and touch controls are also a huge plus for those long journeys. Thanks for choosing Sony! Best regards, Estefany

Hi RedCat152, Thanks for reaching out. We are very sorry to hear about the inconveniences you are having with your unit. This is certainly not the quality we aim for, and we sincerely apologize for your frustrating experience with our support system. We understand your frustration and want to provide you with some troubleshooting steps that have helped many users with charging issues: 1. Check Your Charging Cable and Adapter: Make sure you are using the USB-C cable that came with your headphones. Also, try using a different USB wall adapter or plugging the headphones into a different USB port, like on a computer. 2. Perform a Reset: While the headphones are on, simultaneously press and hold the power button and the NC/Ambient button for about 10 seconds. The indicator will flash, and the headphones will reset without losing any pairing information. This can sometimes resolve software glitches that prevent charging. In case the problem persists even after the troubleshooting steps, please make sure to reach to our technical support team at: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones. You will a chat link or the number for you to get a live support agent who will be more than glad to help you out. We appreciate the understanding. Thanks for considering Sony products. Best regards, DiegoV, Sony North America Customer Support.

Hello mm12345, thanks for bringing this out to our attention! We're genuinely sorry to hear about the frustrating experience you've had with your WH-1000XM5 headphones. What you've described with the pairing difficulties and unresponsive touch controls is certainly not the seamless experience we aim for with our products. Your feedback is truly valuable to us, and we appreciate you taking the time to share these concerns. We want to assure you that your headphones come with a one-year warranty, and we're here to help resolve these issues for you. We'd like to ask you to contact our support team directly. They can guide you through specific troubleshooting steps, such as a reset or a firmware update, which often resolve unexpected behavior with the headphones' connectivity and touch functions. If those steps don't help, they can also discuss warranty options with you. Here's the link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones Thanks for giving us the opportunity to improve your experience with Sony! Sincerely, Jenn.

Hi Alivyah98, thank you for taking the time to share your experience with the WH-1000XM4 headphones. We’re thrilled to hear that you consider them the best you've ever owned. However, we sincerely apologize for the issues you've encountered with the ear cuff snapping on both pairs. We understand how frustrating it can be, especially for someone who relies on their headphones daily. Your insights are invaluable as we continuously work to improve our products and services. We appreciate your recommendation, even in light of these challenges! Thanks for considering Sony products and for your feedback. Sincerely, Estefany

Hello Charlie456! Thank you for the five-star rating of the WH-1000XM4! We're thrilled to hear that you can wear them comfortably, even with your glasses, without any discomfort. We're also truly sorry to learn that your first pair was stolen. We sincerely appreciate your decision to choose Sony once again, as it confirms you enjoyed the headset's sound quality and comfortable design. My best regards. -Jenn