Hello,
I am posting here because I have been unable to make progress through Sony customer support.
My WH-1000XM5 headphones developed a serious overheating issue during normal use, which I consider a significant safety concern. The unit was sent for inspection and I was informed three weeks later that liquid contamination was found (supported by a single photo), and on that basis repair was refused.
The only resolution offered was a paid replacement (€187.11) or return of the faulty unit. No escalation was offered, despite the nature of the fault.
From my perspective, the headphones were used normally and primarily indoors. I did not expose them to heavy rain or unusual conditions. Prior to returning them, I also tested with multiple known-good charging cables and outlets to rule out external causes.
I am disappointed that a premium product presenting an overheating issue is being handled solely as an out-of-warranty case, without any apparent review of the safety aspect of the fault.
I am not seeking an argument on the forum. I would appreciate if a Sony moderator or staff member could review this case or advise how to escalate a formal safety-related complaint, as I have been unable to find a clear complaints channel.
Thank you.
