Question 1

In the previous model the head band was cracking a lot on customers, did this issue get fixed with the newer model?

Accepted Answer

I had a headband cracking issue on the previous model.  I called Sony Customer Support and requested replacement.  They asked for the serial number and then told me to send them in, which I did.  Then about two weeks after I sent them in, I received a phone call stating that my headphones are not covered and that they will be sending them back to me.  That was a week ago and since then I have not received any update with respect to shipping or a tracking number.  I've called multiple times, spent well over an hour on hold with Sony Customer Support and still nothing.

I will never be buying another Sony product again.  I can't trust their support and I'm seeing the same headband breakage issues with the newer model, WH-1000XM2.  I'm not going to throw away another $300 on their shoddy manufacturing or material selection and poor customer support.

Question 2

Is there a warranty on the headphones? What are my options in case they arrive damaged or start malfunctioning?

Accepted Answer

Yes there is a warranty. No, it doesn't cover anything past arrival. If your headphone cracks anytime this year you will get the canned response "However, as this comes under physical damage this will not be covered under warranty. We also searched with our resources and there is nothing found as this is not a known issue.", they will certainly not repair/replace the unit under warranty unlike what the manufacturer response says. I got told by the warranty department that I could rebuy a whole new pair instead.

Question 3

This is a serious question that you, Sony reps, are notorious for dodging. Is the cracking problem solved or not? Yes or No?

Accepted Answer

It is not. I bought mine around November 2018 and have been periodically monitoring for the notorious crack. Today I noticed it in the same place everyone finds theirs on the right-side. I am very careful with these headphones and don't open them wider than my head to put them on (meaning, I never "maxed out" the width on them, causing them to crack).  I've only used them indoors and always store them in the case when not in use. I bought a Square 3-year warranty so am going to file a claim there but am pretty disappointed that this wasn't fixed.

Question 4

Has the headband issue been addressed in the new model?

Accepted Answer

No, my headband cracked. I take great care of these headphones, and wear them at my deskjob. SONY customer support told me that they are UNAWARE of any headband cracking issues in this model and would therefore NOT be repairing or replacing these headphones.

Control Method	Touch, Voice
Controller Type	touch and voice
Control Type	Voice Control
Unit Count	1.0 Count
Item Weight	9.7 Ounces
Headphone Folding Features	Over Ear
Earpiece Shape	Rounded Tip
Headphones Ear Placement	Over Ear
Carrying Case Color	Black
Style Name	Over-Ear
Color	Gold
Battery Charge Time	4 Hour
Wireless Technology	Bluetooth, NFC
Connectivity Technology	Bluetooth, NFC
Antenna Location	Travel, Music, Calling
Compatible Devices	Smartphones, Tablets, Laptops, Music Production Equipment, Car Audio Systems, Gaming Consoles, and Other Devices with Bluetooth, NFC, or 3.5mm Audio Input
Cable Features	Without Cable
Additional Features	Noise Isolation
Enclosure Material	Ounces (oz)
Specific Uses For Product	Music, Travel, Possible Sport
Frequency Range	up to 40,000 Hz or 40 kHz
Frequency Response	40000 Hz
Noise Control	Active Noise Cancellation

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Sony Noise Cancelling Headphones WH1000XM2: Over Ear Wireless Bluetooth Headphones with Microphone - Hi Res Audio and Active Sound Cancellation - Gold (2017 model)

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