{"id":10844,"date":"2025-08-25T11:43:34","date_gmt":"2025-08-25T02:13:34","guid":{"rendered":"https:\/\/vietleadershipcoach.com\/?p=10844"},"modified":"2025-08-25T11:43:34","modified_gmt":"2025-08-25T02:13:34","slug":"amazons-failure-of-ownership","status":"publish","type":"post","link":"https:\/\/leehopkins.com\/vi\/amazons-failure-of-ownership\/","title":{"rendered":"Amazon\u2019s failure of ownership"},"content":{"rendered":"<h2 class=\"wp-block-heading\"><strong>When the left hand won\u2019t read what the right hand wrote <\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/vietleadershipcoach.com\/amazon-customer-centricity-failure\/\"><strong>In my last post<\/strong><\/a>, I described how Amazon locked me out of enabling two-step verification, bounced me endlessly between KDP and Retail, and in the process shredded its own claim to be <em>\u201cEarth\u2019s most customer-centric company.\u201d<\/em><\/p>\n\n\n\n<p>That story should have been enough of a warning. But Amazon wasn\u2019t done proving my point.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The phone number paradox<\/strong><\/h2>\n\n\n\n<p>Amazon KDP recently wrote to me:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cWe tried contacting you at the phone number listed in your account and couldn\u2019t get through.\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<p>The irony could not be sharper:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>That\u2019s the <strong>same number I already told them is no longer active.<\/strong><\/li>\n\n\n\n<li>The <strong>working Vietnam number<\/strong> is in my email signature. In every message. In the case history. Supplied over and over again.<\/li>\n\n\n\n<li>And yet\u2014instead of reading, thinking, or acting\u2014they proudly dialled the dead number. The very number their own system refuses to let me change.<\/li>\n<\/ul>\n\n\n\n<p>It\u2019s a Kafkaesque loop: blocked from updating my phone number, then penalised for not answering the broken one.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Scripts instead of sense<\/strong><\/h2>\n\n\n\n<p>This isn\u2019t about a single employee. It\u2019s about a system that forces staff to cling to scripts rather than apply judgement.<\/p>\n\n\n\n<p>KDP insists, <em>\u201cWe\u2019re not dismissing your concern; we\u2019re guiding you to the appropriate team.\u201d<\/em> But when every \u201cappropriate team\u201d is another dead end, the effect is dismissal. The hand-off loop becomes the policy.<\/p>\n\n\n\n<p>Retail says they can\u2019t see KDP case history. KDP says Retail owns 2SV. The customer is told, yet again, to start over.<\/p>\n\n\n\n<p>What gets lost?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The history of the case.<\/li>\n\n\n\n<li>The actual evidence (screenshots, timestamps, case numbers).<\/li>\n\n\n\n<li>The human being trying to resolve the issue.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The leadership lesson<\/strong><\/h2>\n\n\n\n<p>Here\u2019s the deeper leadership failure on display:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Reading matters.<\/strong> Customers should not have to repeat information already in the record. When staff don\u2019t read the history, they erase trust.<\/li>\n\n\n\n<li><strong>Ownership matters.<\/strong> The job of a customer-facing employee is not to bounce problems sideways; it\u2019s to own the path to resolution, even if another team must implement it.<\/li>\n\n\n\n<li><strong>Culture matters.<\/strong> A \u201ccustomer-centric\u201d culture is meaningless if frontline staff are stripped of agency and told only to recite boundaries.<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<h2 class=\"wp-block-heading\"><strong>Why leaders should care<\/strong><\/h2>\n\n\n\n<p>Amazon will survive this. But for any other organisation, this is a blueprint for losing customers.<\/p>\n\n\n\n<p>When your people can\u2019t or won\u2019t read the case history in front of them, you don\u2019t just waste time. You send a louder message: <em>\u201cWe don\u2019t care enough to even listen.\u201d<\/em><\/p>\n\n\n\n<p>And once customers realise that\u2019s your culture, no amount of branding, marketing, or slogans will save you.<\/p>\n<\/blockquote>\n\n\n    <section class=\"related-stories\">\n        <h3>Related stories<\/h3>\n        <ul class=\"related-stories__list\">\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnam-threatens-shipment-destruction\/\">DHL Vietnam threatens to destroy entire shipment over a few items<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-hq-cant-claim-ignorance-now\/\">DHL HQ can\u2019t claim ignorance now<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/open-letter-to-dhl-and-pack-send-the-false-30-day-claim-must-end\/\">Open letter to DHL and Pack &amp; Send: the false \u201c30-day\u201d claim must end<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnam-warned-resolve-this-or-face-escalation\/\">DHL Vietnam warned: resolve this or face escalation<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnams-false-30-day-excuse-when-incompetence-blocks-shipments\/\">DHL Vietnam\u2019s false 30-day excuse: When incompetence blocks shipments<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnams-long-saga-of-delay-and-denial\/\">DHL Vietnam\u2019s long saga of delay and denial<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnam-30-day-false-excuse\/\">DHL Vietnam\u2019s latest excuse: the \u201c30-day\u201d fiction<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnam-holiday-auto-reply\/\">DHL Vietnam sends holiday closure auto-reply amid shipment fiasco<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnams-reply-and-my-open-response\/\">DHL Vietnam\u2019s reply\u2014and my open response<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/when-dhl-wont-write-they-call-the-calls-they-dont-want-you-to-see\/\">When DHL won\u2019t write, they call: the calls they don\u2019t want you to see<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnam-misclassifies-personal-effects\/\">DHL Vietnam misclassifies personal effects as \u201cprohibited used goods\u201d<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/pack-send-dhl-shipping-failure\/\">Pack &amp; Send and DHL: A case study in incompetence, indifference, and disrespect<\/a>\n                <\/li>\n                    <\/ul>\n    <\/section>","protected":false},"excerpt":{"rendered":"<p>Amazon\u2019s staff phoned the dead number I\u2019d already told them was inactive, ignoring the working one in every email. This isn\u2019t service \u2014 it\u2019s a leadership failure. When scripts replace ownership, customers see the truth: slogans mean nothing without action<\/p>","protected":false},"author":1,"featured_media":10849,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[163,164,169,170,158,176],"tags":[192,194,39,220],"ppma_author":[306],"class_list":["post-10844","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-amazon-fiasco","category-anxiety-and-stress","category-decision-making","category-decision-making-2","category-leadership","category-organisations-and-management","tag-amazon","tag-amazon-kdp","tag-customer-service","tag-retail"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - 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Naming names in a culture of handballing","author":"Lee","date":"27 Th\u00e1ng 8 2025","format":false,"excerpt":"Amazon\u2019s customer support carousel is a case study in corporate failure. Different names, same scripts, no ownership. My royalties remain blocked, my account locked, and Amazon\u2019s \u201ccustomer obsession\u201d rings hollow","rel":"","context":"Trong &quot;Amazon&quot;","block_context":{"text":"Amazon","link":"https:\/\/leehopkins.com\/vi\/category\/amazon-fiasco\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":10821,"url":"https:\/\/leehopkins.com\/vi\/amazon-customer-centricity-failure\/","url_meta":{"origin":10844,"position":1},"title":"Astounding customer service failure","author":"Lee","date":"25 Th\u00e1ng 8 2025","format":false,"excerpt":"Amazon blocked me from enabling 2FA and bounced me between teams with no fix. Their \u201ccustomer-centric\u201d slogan collapsed under pressure. This is a leadership lesson for every organisation: loyalty erodes when systems fail and no one takes ownership","rel":"","context":"Trong &quot;Decision-making&quot;","block_context":{"text":"Decision-making","link":"https:\/\/leehopkins.com\/vi\/category\/decision-making\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":10673,"url":"https:\/\/leehopkins.com\/vi\/the-amazon-fiasco-a-case-study-in-corporate-failure-2\/","url_meta":{"origin":10844,"position":2},"title":"The Amazon Fiasco: A case study in corporate failure","author":"Lee","date":"26 Th\u00e1ng 8 2025","format":false,"excerpt":"This is the running dossier of my ongoing battle with Amazon Kindle Direct Publishing (KDP) and Amazon Retail support. What began as a simple attempt to update my bank details so I could be paid my royalties has become a case study in how the world\u2019s biggest retailer fails its\u2026","rel":"","context":"Trong &quot;Anxiety and stress&quot;","block_context":{"text":"Anxiety and stress","link":"https:\/\/leehopkins.com\/vi\/category\/anxiety-and-stress\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":11534,"url":"https:\/\/leehopkins.com\/vi\/amazon-corporate-accountability-paradox\/","url_meta":{"origin":10844,"position":3},"title":"The accountability paradox: When the world\u2019s biggest companies stop being answerable","author":"Lee","date":"12 Th\u00e1ng 10 2025","format":false,"excerpt":"Leaders are defined by how they respond to failure. When systems collapse and silence follows, reputation erodes faster than any balance sheet. Explore leadership, ethics, and courage in an age of corporate automation","rel":"","context":"Trong &quot;Amazon&quot;","block_context":{"text":"Amazon","link":"https:\/\/leehopkins.com\/vi\/category\/amazon-fiasco\/"},"img":{"alt_text":"Amazon calls itself \u201cEarth\u2019s most customer-centric company.\u201d Leadership begins when you prove it","src":"https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/amazon-accountability-paradox-banner.jpg?fit=1200%2C530&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/amazon-accountability-paradox-banner.jpg?fit=1200%2C530&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/amazon-accountability-paradox-banner.jpg?fit=1200%2C530&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/amazon-accountability-paradox-banner.jpg?fit=1200%2C530&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/amazon-accountability-paradox-banner.jpg?fit=1200%2C530&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":11526,"url":"https:\/\/leehopkins.com\/vi\/the-accountability-paradox-when-the-worlds-biggest-companies-stop-being-answerable\/","url_meta":{"origin":10844,"position":4},"title":"The accountability paradox: When the world\u2019s biggest companies stop being answerable","author":"Lee","date":"11 Th\u00e1ng 10 2025","format":false,"excerpt":"Amazon: The buck stops here, apparently. So does any hope for my royalites. Breach of KDP contract much? Amazon has done something extraordinary. It has closed a customer case without resolution. After weeks of correspondence and documentation, I was told that my locked-out royalties and account access were now beyond\u2026","rel":"","context":"Trong &quot;General&quot;","block_context":{"text":"General","link":"https:\/\/leehopkins.com\/vi\/category\/general\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/amazon-accountability-paradox-banner-1024x452-9Zdd20.jpg?fit=1024%2C452&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/amazon-accountability-paradox-banner-1024x452-9Zdd20.jpg?fit=1024%2C452&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/amazon-accountability-paradox-banner-1024x452-9Zdd20.jpg?fit=1024%2C452&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/amazon-accountability-paradox-banner-1024x452-9Zdd20.jpg?fit=1024%2C452&ssl=1&resize=700%2C400 2x"},"classes":[]},{"id":10865,"url":"https:\/\/leehopkins.com\/vi\/the-amazon-fiasco-a-case-study-in-corporate-failure\/","url_meta":{"origin":10844,"position":5},"title":"The Amazon Fiasco: A case study in corporate failure","author":"Lee","date":"26 Th\u00e1ng 8 2025","format":false,"excerpt":"This is the full chronology of my Amazon KDP fiasco: royalties withheld, support loops endless, escalation treated as violation, and the final insult \u2014 being told to start a new account. Call it incompetence, call it bureaucracy. I call it unconscionable","rel":"","context":"Trong &quot;Anxiety and stress&quot;","block_context":{"text":"Anxiety and stress","link":"https:\/\/leehopkins.com\/vi\/category\/anxiety-and-stress\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_likes_enabled":true,"authors":[{"term_id":306,"user_id":1,"is_guest":0,"slug":"leehopkins","display_name":"Lee","avatar_url":"https:\/\/secure.gravatar.com\/avatar\/46a5b7042fdba8e2b39697b8e8c6d0ab3361275fa22ff61bc83e5d79b4475217?s=96&r=g","0":null,"1":"","2":"","3":"","4":"","5":"","6":"","7":"","8":""}],"_links":{"self":[{"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/posts\/10844","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/comments?post=10844"}],"version-history":[{"count":0,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/posts\/10844\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/"}],"wp:attachment":[{"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/media?parent=10844"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/categories?post=10844"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/tags?post=10844"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/ppma_author?post=10844"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}