WH-1000XM5 Broke and Not Covered by Warranty

[Titus_Fett]

I bought a pair of WH-1000XM5's 11 months ago. I wear them for maybe an hour or two a day, three or four times a week, never taken them out the house, I keep them in the case when I'm not using them. I went to put them on one day and they felt loose, when I looked they'd broken at the hinge.

I opened a warranty case and when I phoned I was immediately told physical damage is not covered by the warranty, end of story, conversation over, not interested in asking my usage of them or if I'd done anything to cause the damage, didn't ask the circumstances in which they broke, it was just no, basically go away. If I'd dropped them or done something stupid I'd accept that, but this is clearly a manufacturing defect. Doing some searching online lots of other people are saying the same thing, breaking in exactly the same way. So it's not just a defect in my headphones, it's clearly a design flaw.

My experience dealing with Sony has taught me one thing, don't buy Sony, disgusting service.

[Lord_viridis]

Reply and be firm that physical damage is not the same as a part failing from normal use.

Explain that the only "damaged" part of the headphones is a part that is famously weak and breaking all over the world and they know it.

Also try your retailer, first 12 months and you're well within your right to get the retailer to fix the issue.

[Ruubertt]

Hi Titus.

I have exactly same problem... Left side hinge broke about 1 month ago and I used tape to use them until I get repair parts. Yesterday I was putting my headset on and right side hinge cracked. Very poor quality plastic and repair headband costs about 70€.

PS. My WH-1000XM5 are 2 year and 4 months old.

PPS. Yes it has to be design flaw but I bet Sony assumes no responsibility...

[Ruubertt]

I have to mention that I have WH-1000XM3 headphones too. I just checked that I ordered these 11.7.2019 and these are still rockin.

[Titus_Fett]

Nothing ever came of this, I had to just chalk it up as a bad experience and went back to my XM4's for the time being that are still going strong, they're way more comfortable anyway.

I'm never buying Sony again, I've bought a few Sony products over the years, from VHS players back in the day, to stereos etc. all have had problems in one way or another. I've finally learned my lesson that a good name doesn't guarantee good quality or service, not this name anyway.