Is it possible to fix a popped out swivel hinge of Sony wh-1000xm5?

This happened to me as well. I bought a pair in December and now in April they broke. One day in April one swivel just popped out when taking it off. The I returned them to the store where I bought them the same day convinced that this must go on the warranty, since I’ve never experienced the same ever (had Bose QC35 before this pair that has been through a lot, but still keeps it togheter). Shortly after the store said that it wasn’t one the warranty. They suggested a repeat for 95% of the cost of a new pair or just to buy new ones. Damit! So I refused and informed them about the Swedish laws of consumer protection that we have, stating that it is their responsibility to describe how I broke them in a way outside normal use, but they still refused to repeat them or give me a new pair free of charge. So I raised an complaint to the National Board for Consumer Disputes (ARN), attaching my receipt and a description of what had happened and that I claim them to either give me a new pair free of charge or fix them free of charge. Today they said that they will comply to Swedish law and gave me a new pair. How can Sony make such a design flaw!

Happened to me too. I sent them back to the seller and they told me that they won't be repairing them. I had to order new ones 4 months after purchasing them. Its a design flaw ig.

I was very mad

I know this might not sound like the best solution, but I used glue to fix them. The metal part with the funny texture fits into the earcup to swivel it around, so just putting glue on it, putting the earcup back on and fitting the two together solved the issue for me. I would advise against doing this unless you know what you're doing. This made me deeply dislike Sony, I had the XM4s before the XM5s and they served me well with no faults for over a year. When you see company's like Apple with the Airpods Maxs and their metal headband, you start really questioning why Sony always. Goes. With. Plastic. These headphones are expensive, man. Yet apparently not expensive enough to go with metal.

Well unfortunately I am also having this issue after enjoying my headphones for 1 year. This is ridiculous! Definitely a design flaw.

Same thing happened to me. Very upset regular use did this. Even more upsetting that it’s a common problem and the best thing they do is send us to the United to try and spend the same amount of money repairing it as a brand new set. Why does warranty not cover this, if it’s a typical problem. Already spoke to multiple customer service rep and best thing they say is you’re out of luck. Pay a premium for not even a premium product quality wise, love the headphones but something so simple should be fixed and covered.

The only real way to fix this issue is by replacing the headband assembly. This is understandably an awful option to take the whole thing apart but the parts are Available and so are the repair guides.

You’ll only need a few tools like a flat head, Philips, splugger and pry tool.

Repair Video:

https://youtu.be/RPg2ErOXHn4

Headband Repair Part:

https://www.joesge.com/products/sony-hea...

This happened to me, part of me want to get all the people ive seen online who has had the same problem and sue them, as this surely has something to do with build quality. What a scam

Well folks, I have some unfortunate news. I got in touch with Sony who informed me my headphones were out of warranty (totally fine) and they sent me the name of an authorized repair place - United Radio. They initially quoted me $90 for parts and labor. I was ok with this because that’s way less than a new pair. Sent them away and a few days later they contacted me saying that the metal part inside the headband is one big piece and would cost $320 to replace. THREE HUNDRED DOLLARS. Of course I rejected that and had them sent my broken headphones back.

So it looks like according to an authorized Sony repair facility that this issue effectively ruins the headphones and you might as well go buy another pair or find a new brand that doesn’t cost as much to fix. This is all so shocking to me because it seems like such an easy fix!

I had the same problem 1 week after using it with care handling. Official Sony service said that I broke it myself and repair parts weren't even available here in my country, so I went to a local master who glued it, after 2 months it broke again, now it's much worse 🤦🏼‍♂️ also I compared it to the headphone of my coleague and noticed that mine had more space where the joint connects, which of course increases chances of breaking if tilted in an angle.. so stupid

Hello everyone! So I ended up fixing this myself, everything works perfect! Had to pay $110 to order the original repair part (Link to the repair part) and found a YouTube video. Except on this video the guy is fixing the side that doesn't have the sensor touch controls, where as mine was the side with this control, which complicates it a little bit, however after 3 hours of careful repair I managed to fix it myself :)

My wife's have just suffered the same issue, a morning on the phone to the repair centre only yielded a £100+ quote for a full headband replacement, I've escalated the case as it's clearly a physical fault not physical damage (say fault to get around their warranty language on "we wont fix physical things for free" that got them stuck) waiting to her back now on wether they'll cover the cost

The same happened to me... I had to buy a new pair (not a cent was paid by sony not even a discount)... wont buy sony again

Same thing happened to me after 3 months of use. I just took the headphones off and noticed one earpiece was loose. I pushed it back in and continued to use them but it got progressively worse to the point where they are now unwearable and only 4 months old. Sony won't cover it under warranty at all even though it broke through normal use. I'll give the superglue a go and see how long it lasts!

yeah mine also broke we tried glue that didn't work and being in the UK I thought I would have a Sony repair center near me but no for the whole of the UK Sony has 1 repair center that deals with headphones and it doesn't help that it is in Wales

This just happened to me. On the right side. But probably will happen to the left side after sometime as well.

It is not covered by the warranty. And it is quite surprising. I still have my BOSE QC15, will use those and my next purchase will be from BOSE. At least they don't break.

Yes there is, BUT IT IS EXTREMELY DIFFICULT. Here is a full video on how to do it https://youtu.be/2AepCOeW8CI just know that you can completely destroy your headphones trying to repair them

I have a pair of WH-1000XM5s that took a spill and both left and right headphones popped out of the headband at the swivel point without the plastic breaking. After a lot of trial and error I found a nearly permanent solution was HEAT, I noticed the grooved metal fitting that connects the ear pieces to the headband which made me think about how they were manufactured. I am assuming heat is applied to the metal fittings and the plastic pieces are pressed together.

To fix mine, I used a soldering iron

I extended the adjustable arms as far as they would go then wrapped the arm at the headband with some paper tape 8-10 times to protect the plastic.

Using a pair of plyers I gripped the adjustable arm so it would not move where I placed the tape.

Using a soldering iron with a wide chisel tip set to about 400 C I heated the metal fitting for about 30 seconds then pressed the the plastic pieces back together(touching any plastic parts will be tragic and create a lot of smoke, trust me. BE CAREFUL). To keep the swivel orientation correct I lined up the registration marks on the pieces that are subtle but there.

Immediately after I was horrified with how gritty and stiff the movements of the parts were but after working them out for a few seconds everything seemed to improve.

There is a visible gap between the pieces so I can see a bit of metal but that is less than a few millimeters so I'll live with it. I feel like someone a bit more knowledge of heat and pressure fit components could definitely work out a better way to do this