I purchased Sony WH-1000XM4 headphones expecting premium build quality to match the premium price. Unfortunately, the plastic hinge cracked during normal use. There were no drops or misuse. The electronics still work perfectly — the failure is purely structural.I contacted Sony Support multiple times and escalated the case for review. Sony ultimately refused any courtesy repair or replacement, stating that hinge failure is considered physical damage, even though this appears to be a commonly reported issue with this model.While the sound quality and noise canceling are excellent, the hinge design is fragile and repairs are expensive once the warranty ends. For a flagship product, I expected better durability and better post-sale support.I would advise potential buyers to be aware of this hinge issue before purchasing.
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The official e-commerce website for Sony, Sony Style offers VAIO, BRAVIA, Blu-ray Disc, Walkman, Reader Digital Book, Cyber-shot and Handycam along with services and support to consumer and professional markets.
