Good news everyone! Sony has finally admitted the hinge issue, but it is not for the WH-1000XM5, but ULT WEAR (WH-ULT900N). So if you bought a ULT Wear and have a broken hinge, time to contact Sony for a free repair.
Sony knew of this issue back in September 2024 when a contact first mentioned it to me, and then we began seeing hinge breaks on Reddit around the same time. The issue was supposed to be isolated to certain regions I was told, but it appears this is not the case.
Here are the affected serial number ranges:
| Headphones color | Serial number range |
|---|---|
| Black | 1000001 - 1164062 |
| Off-White | 2000001 - 2040144 |
| Forest Gray | 3000001 - 3026514 |
 |
| Where to look for hinge issues |
If you wish to check if your serial number is affected, Sony Asia has a serial number checker. I am not sure if this works for users outside of Asia, can anyone check?
I did put in a serial number from a reddit post, and it shows as being affected. so maybe it works for all headsets, regardless where purchased.
Sony will offer free repair to those affected until January 31, 2027. No doubt affected models are on store shelves, so ideally Sony should ask retailers to pull those off the shelves, but will they?
So what about the WH-1000XM5 Sony? From the posts on Reddit, there is definitely something wrong with the WH-1000XM5 as well, so why not admit it, and just issue a service program as well? We know the WH-1000XM6 is coming, but people will not buy your products again if they have been burned by a defective one in the past. Perhaps if you (Sony) did the right thing and issue a service program for the WH-1000XM5, perhaps those affected will consider buying a Sony product in the future rather than move to another brand. To think a Japanese company like Sony not admitting to the problem and apologizing, shows that the Sony started 67 years ago, is not the same one today. Really wonder what founders Masaru Ibuka and Akio Morita would say, if they saw what is going on. smh
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