{"id":10989,"date":"2025-08-30T12:42:15","date_gmt":"2025-08-30T03:12:15","guid":{"rendered":"https:\/\/vietleadershipcoach.com\/?p=10989"},"modified":"2025-08-30T12:42:15","modified_gmt":"2025-08-30T03:12:15","slug":"dhl-vietnams-reply-and-my-open-response","status":"publish","type":"post","link":"https:\/\/leehopkins.com\/vi\/dhl-vietnams-reply-and-my-open-response\/","title":{"rendered":"DHL Vietnam\u2019s reply\u2014and my open response"},"content":{"rendered":"<p>Yesterday I received a formal letter from DHL Vietnam regarding my shipment (AWB# 9666215495). Their response was\u2026 instructive.<\/p>\n\n\n\n<p>In polite corporate language, it said three main things:<\/p>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li><strong>Not our contract<\/strong> \u2014 DHL insists my contract is with Pack &amp; Send Australia, not with them. In other words: <em>we carried it, but we don\u2019t carry the blame<\/em>.<\/li>\n\n\n\n<li><strong>Pre-clearance warnings<\/strong> \u2014 they emphasised that my goods haven\u2019t actually been lodged with Customs yet. Instead, all their requests for documents and clarifications were \u201cprecautionary.\u201d<\/li>\n\n\n\n<li><strong>Risk factors listed<\/strong> \u2014 they cited three risks:\n<ul class=\"wp-block-list\">\n<li>the 30-day limit on unaccompanied luggage,<\/li>\n\n\n\n<li>the prohibition on importing used consumer goods (like clothes and electronics),<\/li>\n\n\n\n<li>and the \u201csensitivity\u201d of certain personal items.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<p>Finally, they presented me with two \u201coptions\u201d:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Submit to Customs<\/strong> and hope for the best, or<\/li>\n\n\n\n<li><strong>Return to Origin<\/strong> at my expense.<\/li>\n<\/ul>\n\n\n\n<aside class=\"case-quote\">\n  <blockquote>\n    <p><em>\u201cDHL does not have a direct contractual relationship with either the shipper or the consignee.\u201d<\/em><\/p>\n  <\/blockquote>\n  <p class=\"case-caption\">\u2014 DHL Vietnam, letter to me, 29 August 2025<\/p>\n<\/aside>\n\n\n\n<p>Nowhere in their letter was there acknowledgment of the <strong>wrong paperwork DHL attached at origin<\/strong>, which Pack &amp; Send already admitted. Nowhere was there recognition of the <strong>false claim<\/strong> that I had \u201cconfirmed\u201d my shipment contained prohibited items. Nowhere was there an apology for the <strong>weeks of boilerplate, bouncing inboxes, and avoidance<\/strong>.<\/p>\n\n\n\n<p>So, since DHL has written to me formally, here is my formal reply \u2014 one I share publicly so that others can see exactly how the dance plays out when a global corporation gets caught out.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>Private Reply Email (Open Letter)<\/strong><\/h1>\n\n\n\n<p><strong>Subject:<\/strong> Response to DHL Vietnam \u2014 Shipment claim AWB# 9666215495<\/p>\n\n\n\n<p><strong>Dear Ms Tr\u1ea7n Minh H\u1ea3o,<\/strong><\/p>\n\n\n\n<p>Thank you for your letter of 29 August 2025.<\/p>\n\n\n\n<p>I note DHL Vietnam\u2019s position that my contract is with Pack &amp; Send Australia and that DHL provides only \u201clogistics services.\u201d With respect, this distinction is irrelevant to me as a paying customer whose shipment has been mishandled and now sits in limbo because of documented errors committed under DHL\u2019s care.<\/p>\n\n\n\n<p>Your letter makes three points which I must address directly:<\/p>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li><strong>Pre-clearance versus reality<\/strong> You state the shipment has not yet been submitted to Customs and that your repeated demands for documents were \u201cprecautionary.\u201d Yet these demands included an <em>impossible document<\/em> (the airport-issued passenger declaration form) which you knew I could not provide. That is not precaution; it is entrapment.<\/li>\n\n\n\n<li><strong>Prohibited items narrative<\/strong> You suggest my shipment risks confiscation due to used consumer goods and \u201csensitive\u201d items. What you do not acknowledge is that <strong>Pack &amp; Send has already admitted DHL attached the wrong paperwork at origin<\/strong>. To then imply that I \u201cconfirmed prohibited items\u201d \u2014 which I did not \u2014 is a serious misrepresentation.<\/li>\n\n\n\n<li><strong>Options offered<\/strong> You present me with a false choice: either gamble with Customs or pay to have the shipment returned. Neither option addresses DHL\u2019s admitted errors. Neither restores trust. Neither recognises the customer\u2019s right to expect accountability when a global carrier makes a mistake.<\/li>\n<\/ol>\n\n\n\n<p>Accordingly, my position remains:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>DHL and Pack &amp; Send must acknowledge the documentation error at origin.<\/li>\n\n\n\n<li>DHL must cease requiring unobtainable documents.<\/li>\n\n\n\n<li>The shipment must either be cleared at no further cost to me or returned at DHL\/Pack &amp; Send\u2019s expense, not mine.<\/li>\n\n\n\n<li>A fair compensation process must be initiated.<\/li>\n<\/ul>\n\n\n\n<p>Unless I receive written confirmation of these steps, this case will continue to be pursued publicly and formally through consumer channels. The reputational damage has already begun. It will not lessen through silence or avoidance.<\/p>\n\n\n\n<p>Yours sincerely,<\/p>\n\n\n\n<p><strong>Lee Hopkins<\/strong><\/p>\n\n\n\n<p>AWB# 9666215495<\/p>\n\n\n\n<div class=\"lesson-for-leaders\">\n  <h3>Lesson for leaders<\/h3>\n  <p>When an organisation is caught in failure, the instinct to <strong>distance and deflect<\/strong> is powerful. But leaders should recognise that every attempt to dodge accountability erodes trust faster than the original mistake ever could.<\/p>\n  <p>DHL\u2019s letter tried to hide behind contractual fine print \u2014 \u201cno direct relationship with shipper or consignee.\u201d That may hold legally, but it fails ethically. Customers don\u2019t care about the dotted lines between subsidiaries. They care about whether the brand they trusted will stand up and take responsibility.<\/p>\n  <p>The leadership lesson? <strong>Responsibility is indivisible.<\/strong> If your name is on the service, then accountability must be on your shoulders. Shuffling blame between departments or partners doesn\u2019t resolve problems \u2014 it multiplies them. Great leaders own the failure, communicate clearly, and repair trust through action, not avoidance.<\/p>\n<\/div>\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>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<\/p>","protected":false},"author":1,"featured_media":10996,"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":[39,202,204,161,213],"ppma_author":[306],"class_list":["post-10989","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-customer-service","tag-customer-centric","tag-dhl","tag-ethics","tag-pack-send"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - 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