{"id":10975,"date":"2025-08-29T19:34:53","date_gmt":"2025-08-29T10:04:53","guid":{"rendered":"https:\/\/vietleadershipcoach.com\/?p=10975"},"modified":"2025-08-29T19:34:53","modified_gmt":"2025-08-29T10:04:53","slug":"when-dhl-wont-write-they-call-the-calls-they-dont-want-you-to-see","status":"publish","type":"post","link":"https:\/\/leehopkins.com\/vi\/when-dhl-wont-write-they-call-the-calls-they-dont-want-you-to-see\/","title":{"rendered":"When DHL won\u2019t write, they call: the calls they don\u2019t want you to see"},"content":{"rendered":"<p>After ignoring my written ultimatum, Pack &amp; Send and DHL didn\u2019t email me back. Instead, they tried another tactic: <strong>the telephone<\/strong>.<\/p>\n\n\n\n<p>Four calls in two days. Different numbers, different voices. Some clearly linked to DHL. Some unlisted. All ignored. Why? Because phone calls are the corporate equivalent of meeting someone down a dark alley\u2014no witnesses, no record, no accountability.<\/p>\n\n\n\n<p>I\u2019ve spent weeks building a written trail of their errors: DHL attaching the wrong paperwork, Pack &amp; Send admitting it but refusing compensation, Customs demanding impossible forms. Every piece of it is in black and white. And then, right when the deadline I set expired, the phones started ringing.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The call log<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Tuesday<\/strong> \u2014 +61 411 111 052 (Australia, unlisted)<\/li>\n\n\n\n<li><strong>Wednesday<\/strong> \u2014 two calls from +84 28 394 82064<\/li>\n\n\n\n<li><strong>Thursday, 13:05<\/strong> \u2014 +84 33 441 0797<\/li>\n\n\n\n<li><strong>Thursday, 15:32<\/strong> \u2014 +84 91 903 1199<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The WhatsApp message<\/strong><\/h2>\n\n\n\n<p>When the phone calls failed, DHL Vietnam pivoted again \u2014 this time to WhatsApp.<\/p>\n\n\n\n<p>At 13:46, I received a message from a DHL staffer introducing himself and asking when I could take a call. I replied at 16:22: my phone was out of order, so I could only correspond by text.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img data-recalc-dims=\"1\" height=\"949\" width=\"580\" decoding=\"async\" data-src=\"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/DHL-WhatsApp-626x1024.png?resize=580%2C949&#038;ssl=1\" alt=\"WhatsApp message from DHL staff asking for a call, followed by unanswered reply requesting text-only communication\" class=\"wp-image-10976 lazyload\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 580px; --smush-placeholder-aspect-ratio: 580\/949;\" \/><figcaption class=\"wp-element-caption\">WhatsApp message from DHL staff asking for a call, followed by unanswered reply requesting text-only communication<\/figcaption><\/figure>\n\n\n\n<p>And then? Silence.<\/p>\n\n\n\n<p>Curious, isn\u2019t it? They were eager to talk when the medium was ephemeral and unrecorded. But the moment I pinned them to a written channel, the eagerness evaporated.<\/p>\n\n\n\n<p>For a multinational logistics company to handle a case of admitted error and threatened confiscation through WhatsApp instead of formal correspondence isn\u2019t just unprofessional\u2014it\u2019s revealing. It shows a consistent pattern: do anything to avoid creating a written trail of responsibility.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Why they use phone calls<\/strong><\/h2>\n\n\n\n<p>Pack &amp; Send and DHL\u2019s sudden shift to phone calls (and now WhatsApp) is no accident. Verbal channels create <strong>no paper trail<\/strong>\u2014no written admission, no quotable evidence, no accountability. A call or chat lets them apply pressure, float excuses, or make promises they can later deny, while keeping their executives insulated. By refusing to engage in writing, they\u2019re not solving the problem\u2014they\u2019re dodging liability.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The bigger picture<\/strong><\/h2>\n\n\n\n<p>This is the same pattern over and over:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Dead inboxes<\/strong> \u2014 multiple DHL and Pack &amp; Send email addresses bounce.<\/li>\n\n\n\n<li><strong>Boilerplate refusals<\/strong> \u2014 \u201cwe can\u2019t change the declared value\u201d or \u201cno compensation available.\u201d<\/li>\n\n\n\n<li><strong>Impossible demands<\/strong> \u2014 provide an airport Customs form that doesn\u2019t exist retroactively.<\/li>\n\n\n\n<li><strong>Phone calls and WhatsApp<\/strong> \u2014 desperate to move the conversation somewhere they can\u2019t be held to their own words.<\/li>\n<\/ul>\n\n\n\n<p>What you see here isn\u2019t customer service. It\u2019s <strong>damage control by avoidance<\/strong>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\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 this matters<\/strong><\/h2>\n\n\n\n<p>I\u2019ve got the times. I\u2019ve got the numbers. I\u2019ve got the screenshots. The refusal to answer in writing and the sudden barrage of calls and messages confirm one thing: they don\u2019t want a record.<\/p>\n\n\n\n<p>But there is one. You\u2019re reading it.<\/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>After ignoring my ultimatum, DHL tried a new tactic\u2014phone calls from hidden and semi-hidden numbers. Calls leave no paper trail, no accountability. I log every attempt so their avoidance strategy becomes part of the public record\u2014because silence won\u2019t save them<\/p>","protected":false},"author":1,"featured_media":10983,"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":[164,169,170,172,173,158,176,187],"tags":[190,204,207,213,214,216],"ppma_author":[306],"class_list":["post-10975","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-anxiety-and-stress","category-decision-making","category-decision-making-2","category-dhl","category-expat","category-leadership","category-organisations-and-management","category-vietnam","tag-accountability","tag-dhl","tag-hiding","tag-pack-send","tag-packsend","tag-questionable-legality"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>When DHL won\u2019t write, they call: the calls they don\u2019t want you to see - Surprisingly Lee Hopkins<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/leehopkins.com\/vi\/when-dhl-wont-write-they-call-the-calls-they-dont-want-you-to-see\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"When DHL won\u2019t write, they call: the calls they don\u2019t want you to see - Surprisingly Lee Hopkins\" \/>\n<meta property=\"og:description\" content=\"After ignoring my ultimatum, DHL tried a new tactic\u2014phone calls from hidden and semi-hidden numbers. 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Send and DHL: A case study in incompetence, indifference, and disrespect","author":"Lee","date":"27 Th\u00e1ng 8 2025","format":false,"excerpt":"Read how Pack & Send and DHL turned a simple shipment into weeks of stress and incompetence. Wrong paperwork, copy-paste excuses, no accountability. 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This open letter to DHL, Pack & Send, regulators, and media demands accountability \u2014 and shows why denial only multiplies reputational damage. Read the full open letter here \u2192 The post Open letter\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":10989,"url":"https:\/\/leehopkins.com\/vi\/dhl-vietnams-reply-and-my-open-response\/","url_meta":{"origin":10975,"position":2},"title":"DHL Vietnam\u2019s reply\u2014and my open response","author":"Lee","date":"30 Th\u00e1ng 8 2025","format":false,"excerpt":"In its formal letter, DHL Vietnam claimed it has \u201cno direct contractual relationship\u201d with shipper or consignee. This distancing tactic highlights a refusal to take accountability for admitted errors. Read my open response and see why avoidance won\u2019t protect their reputation","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":11162,"url":"https:\/\/leehopkins.com\/vi\/dhl-vietnam-threatens-shipment-destruction\/","url_meta":{"origin":10975,"position":3},"title":"DHL Vietnam threatens to destroy entire shipment over a few items","author":"Lee","date":"12 Th\u00e1ng 9 2025","format":false,"excerpt":"DHL Vietnam now threatens to destroy an entire shipment because of a few disputed items. I\u2019ve authorised removal of those items only \u2014 but the clock is ticking. Leaders take note: proportionality matters, and silence only deepens reputational damage","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":11007,"url":"https:\/\/leehopkins.com\/vi\/dhl-vietnam-holiday-auto-reply\/","url_meta":{"origin":10975,"position":4},"title":"DHL Vietnam sends holiday closure auto-reply amid shipment fiasco","author":"Lee","date":"30 Th\u00e1ng 8 2025","format":false,"excerpt":"Instead of answers, DHL Vietnam sent an auto-reply: \u201cWe\u2019re closed for National Day, skeleton staff available by phone.\u201d My shipment remains trapped. This isn\u2019t customer service \u2014 it\u2019s avoidance with a smile. Context transforms communication, and DHL failed that leadership test","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":11365,"url":"https:\/\/leehopkins.com\/vi\/dhl-vietnam-threatens-to-destroy-entire-shipment-over-a-few-items\/","url_meta":{"origin":10975,"position":5},"title":"DHL Vietnam threatens to destroy entire shipment over a few items","author":"Lee","date":"12 Th\u00e1ng 9 2025","format":false,"excerpt":"The DHL Vietnam saga has taken another surreal turn. This week, Pack & Send relayed DHL Vietnam\u2019s position: that my entire shipment should be destroyed because a small subset of items\u2014marital aids\/sex toys\u2014are prohibited under Vietnamese law. Even though you can buy them in bricks-and-mortar sex shops\u2014and of course online\u2014in\u2026","rel":"","context":"Trong &quot;Creative Writing&quot;","block_context":{"text":"Creative Writing","link":"https:\/\/leehopkins.com\/vi\/category\/creative-writing\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/09\/DHL-destroy-everything-banner-1024x452-zKllRE.jpg?fit=1024%2C452&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/09\/DHL-destroy-everything-banner-1024x452-zKllRE.jpg?fit=1024%2C452&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/09\/DHL-destroy-everything-banner-1024x452-zKllRE.jpg?fit=1024%2C452&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/09\/DHL-destroy-everything-banner-1024x452-zKllRE.jpg?fit=1024%2C452&ssl=1&resize=700%2C400 2x"},"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\/10975","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=10975"}],"version-history":[{"count":0,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/posts\/10975\/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=10975"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/categories?post=10975"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/tags?post=10975"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/ppma_author?post=10975"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}