WH-1000XM3 headband strap broken under normal use

[Deeko76]

Bought the WH-1000XM3 headphones in July this year, very happy with them. Using them today as normal and adjusted the straps as you do - then the left strap  broke off under completely normal use. This has me worried after reading a few other posts for the same issue on this forum as Sony will probably want to charge me to fix this because of the low quality materials they have used in £300 headphones? I bought them from Amazon and notice a few reviews on there with the same issue reported.  The left strap broke in this case and no longer adjusts. Amazon directed me to Sony for warranty purposes but have the feeling I will need to push Amazon for a replacement instead. Wanted to let people know about this and to think again before buying them. 

[Sean_Mc]

Hi there,

Welcome to the Sony Community.

I would suggest getting in touch with the Sony support team who will be best to advise you on this further here.

Best wishes,
Sean 

[Deeko76]

I have been in touch with the Sony team - the first thing they said was its physical damage and not covered under warranty. I am absolutely dumbfounded about it, £300 for a pair of headphones which obviously have issues with the materials used. Have a look at the below hall of fame for these headphones with the plastic breaking:

https://www.amazon.co.uk/review/R3PJHVNC64LUCC/ref=cm_cr_srp_d_rdp_perm?ie=UTF8&ASIN=B07GDR2PH9

https://www.amazon.co.uk/review/R2KP9SL1SUA7R7/ref=cm_cr_srp_d_rdp_perm?ie=UTF8&ASIN=B07GDR2LYK

https://www.amazon.co.uk/review/R1MOXUEXMLT82L/ref=cm_cr_srp_d_rdp_perm?ie=UTF8

https://community.sony.co.uk/t5/portable-audio/wh-1000xm3/m-p/2646721

https://community.sony.co.uk/t5/portable-audio/wh-1000xm3-calls-not-working-and-heaband-broke/m-p/26...

Also, a Sony rep even admits there is an issue with the materials (taken from the comments on another customer's review here)

"Hi John,

Thank you for your feedback.
We have investigated the reports regarding the issue with the headphones and we have taken measures to ensure the quality of the materials and design is not prone to the same issue as a different older model.

Sony support team"

I just want my headphones repaired free of charge instead of being treated badly after dropping nearly £300 on a pair of headphones where they have used shoddy materials.

[Andy115]

Hi, 

The same issue has occurred on my pair of XM3's. I have carefully looked after my headphones and I am devastated that they are now unusable! It is totally unacceptable for a high end product to have such a weakness in its design. One side has broken under normal use, and the other is showing signs of strain, I would NOT recommend buying this product. Sony will charge you cira £80 for a repair, there is no warranty coverage for this fault. 

[jmiguel99]

I have had the same problem with my WH1000MX3, furthermore, the headband got broken, I have seen the same issue before and is reported here. https://us.community.sony.com/s/question/0D54O0000610NHWSA2/cracked-headband-on-wh1000xm3-headphones...

And yes, looking in the web, there has been lots of issues with this product not only in amazon but in sony's forums and reddit. Totally disappointed.

I had to put tape on them so the damage won't extend. But for "premium" headphones to be fixed with tape is a shame. Recently I have started also to have issues with the connection to my phone, it drops the connection and the headphones turn off suddenly and I have  to turn  them on again.

for a Brand as Sony, and the premium price one has to pay for this product, the quality issues are really concerning. I'm very disappointed with this headphones. How can I submit a request for fixing them? as they are still in warraty period

[KayCee2308]

Exactly the same problem. Wish I had read this thread before buying these headphones from John Lewis. Expensive headphones handled with kid gloves. Have just fallen apart. Headband literally y just crumbled in my hand. John Lewis are now telling me that Sony have concluded I mishandled the product. It’s laughable. Having paid over £320 for this product to be asked fo pay £90 to fix it is insulting. Meanwhile my £50 pair of JBLs bought 4 years ago are going strong. I’m not giving Sony more money so I’m guessing it’s pursue it or sellotape. I used to buy Sony almost exclusively. I won’t be doing that or giving them or John Lewis my money again!

[Deeko76]

I just bought some grey tape, put a bit on each side so it looks
symmetrical and harder to notice itt is a patch job. I wont give them the
£90 either, clearly the materials are not fit for purpose. Sony have a
history of bad customer service and will 100% not admit to this fault and
continue to charge us to fix their shoddy engineering choices. In future,
use better materials, customers will pay for quality products and come
back, when you dont side with the customer we dont come back.

[yinka007]

This seems to definitely be a recurring problem. I’ve just had the same problem i on b my third pair.

 Should have learnt my lesson 

[Mushii77]

As much as manufacturers try and say they only offer one year Warranty, UK Law says that ALL electronic equipment has to have a minimum of 2 years Warranty and they have to be 'fit for purpose' up to 5 years from sale. If you are having problems try contacting Trading Standards who will advise you of your consumer rights in law.

[The_Black_Rose]

Hi Deeko76,

I'll try passing this one to Sony. Hopefully, someone will be in touch with you soon.

Cheers,
The_Black_Rose