{"id":11491,"date":"2025-09-30T18:32:04","date_gmt":"2025-09-30T09:02:04","guid":{"rendered":"https:\/\/leehopkins.com\/adobe-joins-dhl-and-amazon\/"},"modified":"2025-09-30T18:32:04","modified_gmt":"2025-09-30T09:02:04","slug":"adobe-joins-dhl-and-amazon","status":"publish","type":"post","link":"https:\/\/leehopkins.com\/vi\/adobe-joins-dhl-and-amazon\/","title":{"rendered":"Adobe joins DHL and Amazon"},"content":{"rendered":"<p><img data-recalc-dims=\"1\" decoding=\"async\" width=\"580\" height=\"256\" data-src=\"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/09\/Adobe-fail-01-banner-1024x452.jpg?resize=580%2C256&#038;ssl=1\" class=\"attachment-large size-large wp-post-image lazyload\" alt=\"Adobe: Creativity for the world. Contempt for their customers\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 580px; --smush-placeholder-aspect-ratio: 580\/256;\" \/><\/p>\n<h2 class=\"wp-block-heading\">A case study in corporate contempt for customers<\/h2>\n<h3 class=\"wp-block-heading\"><strong>The third head of the beast<\/strong><\/h3>\n<p>I\u2019ve written before about <a href=\"https:\/\/vietleadershipcoach.com\/dhl-watch\/\">DHL\u2019s obstructive delivery \u201csupport\u201d<\/a> and <a href=\"https:\/\/vietleadershipcoach.com\/category\/amazon-fiasco\/\">Amazon\u2019s Kafkaesque Kindle Direct Publishing fiasco<\/a>. <a href=\"http:\/\/adobe.com\/\">Adobe<\/a> has now earned its place in this hall of shame.<\/p>\n<p>What began as a simple request for transparency (provide me with chat transcripts of my own interactions) has become a showcase in how a $155 billion company treats loyalty as disposable.<\/p>\n<h3 class=\"wp-block-heading\"><strong>The problem: duplicate billing and denial<\/strong><\/h3>\n<ul class=\"wp-block-list\">\n<li>I was charged for overlapping subscriptions (Creative Cloud Pro + Photography plan).<\/li>\n<li>Agents contradicted each other daily: \u201cno duplicate charges\u201d one moment, then \u201cduplicate refunds issued\u201d the next.<\/li>\n<li>Refunds eventually arrived, but only after I spent over <strong>nine hours<\/strong> fighting through scripted deflections.<\/li>\n<\/ul>\n<p>Nine hours of my professional life, wasted.<\/p>\n<h3 class=\"wp-block-heading\"><strong>The silence: a refusal to acknowledge<\/strong><\/h3>\n<p>When I escalated politely to Adobe\u2019s Executive Escalation team, I asked for two reasonable things:<\/p>\n<ol start=\"1\" class=\"wp-block-list\">\n<li><strong>All transcripts<\/strong> of my chats with Adobe since 2013 (my subscription start).<\/li>\n<li>A goodwill settlement reflecting the stress, time lost, and decades of loyalty.<\/li>\n<\/ol>\n<p>Adobe processed the refunds but went <strong>silent<\/strong> on both of these. No acknowledgment of my last two emails. No professional courtesy. Nothing.<\/p>\n<h3 class=\"wp-block-heading\"><strong>Weaponised incompetence<\/strong><\/h3>\n<p>Adobe\u2019s support culture mirrors what we\u2019ve seen at DHL and Amazon:<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Contradictory claims<\/strong> (\u201cno duplicates\u201d vs \u201c12 duplicate refunds issued\u201d).<\/li>\n<li><strong>Transcript obstruction<\/strong> (agents refusing to provide a full written record).<\/li>\n<li><strong>Callback deflections<\/strong> (pushing phone calls to keep disputes off record).<\/li>\n<li><strong>Silence<\/strong> when held accountable.<\/li>\n<\/ul>\n<p>This is not customer service. It\u2019s <strong>containment<\/strong>.<\/p>\n<h3 class=\"wp-block-heading\"><strong>Why it matters<\/strong><\/h3>\n<p>I\u2019ve been an Adobe evangelist since the late 1990s: Photoshop, Dreamweaver, Fireworks, Creative Cloud. I\u2019ve taught, promoted, and paid for these tools for decades.<\/p>\n<p>If Adobe can treat a loyal, paying customer like this, what chance does a first-time freelancer in Hanoi or Hanover or Hobart have?<\/p>\n<p>The issue is bigger than my refund. It\u2019s about corporate systems designed not to resolve, but to exhaust.<\/p>\n<h3 class=\"wp-block-heading\"><strong>What\u2019s next<\/strong><\/h3>\n<p>I will continue publishing every step of this process here, just as I have with:<\/p>\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/vietleadershipcoach.com\/amazon-fiasco-index\/\">Amazon Fiasco Index<\/a><\/li>\n<li><a href=\"https:\/\/vietleadershipcoach.com\/dhl-watch\/\">DHL Watch<\/a><\/li>\n<\/ul>\n<p>Adobe now joins the <strong>three-headed Goliath<\/strong> of consumer contempt. The only question is: how many more customers will they grind down before change is forced on them?<\/p>\n\n<div class=\"lesson-for-leaders\">\n<h3>Lesson for leaders<\/h3>\n<p>The Adobe saga isn\u2019t just about refunds and transcripts. It\u2019s a case study in what happens when process replaces accountability. Leaders should note: customers forgive errors, but not obfuscation. A single transparent conversation beats weeks of scripted stonewalling. Systemic fixes must empower frontline staff with clarity, authority, and accurate tools\u2014otherwise, they become unwitting agents of frustration. The real cost isn\u2019t the refund; it\u2019s the erosion of trust.<\/p>\n<\/div>\n<p>The post <a href=\"https:\/\/vietleadershipcoach.com\/adobe-customer-failure-case-study\/\">Adobe joins DHL and Amazon<\/a> appeared first on <a href=\"https:\/\/vietleadershipcoach.com\/\">vietnam leadership coach<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"<p>A case study in corporate contempt for customers The third head of the beast I\u2019ve written before about DHL\u2019s obstructive delivery \u201csupport\u201d and Amazon\u2019s Kafkaesque Kindle Direct Publishing fiasco. Adobe has now earned its place in this hall of shame. What began as a simple request for transparency (provide me with chat transcripts of my&hellip;<\/p>","protected":false},"author":1,"featured_media":11492,"comment_status":"open","ping_status":"closed","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":[130],"tags":[],"ppma_author":[306],"class_list":["post-11491","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-general"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Adobe joins DHL and Amazon - 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\/adobe-joins-dhl-and-amazon\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Adobe joins DHL and Amazon - Surprisingly Lee Hopkins\" \/>\n<meta property=\"og:description\" content=\"A case study in corporate contempt for customers The third head of the beast I\u2019ve written before about DHL\u2019s obstructive delivery \u201csupport\u201d and Amazon\u2019s Kafkaesque Kindle Direct Publishing fiasco. Adobe has now earned its place in this hall of shame. 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Not even a polite auto-reply, not even a well-aimed emoji. I\u2019ve had more meaningful communication from a Vietnamese toaster. They could have chosen decency. They could have said, \u201cWe recognise our systems failed\u2014let\u2019s make this right.\u201d Instead, Adobe\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\/adobe-silence-as-strategy-banner-1024x452-FwEdyG.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\/adobe-silence-as-strategy-banner-1024x452-FwEdyG.jpg?fit=1024%2C452&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/adobe-silence-as-strategy-banner-1024x452-FwEdyG.jpg?fit=1024%2C452&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/leehopkins.com\/wp-content\/uploads\/2025\/10\/adobe-silence-as-strategy-banner-1024x452-FwEdyG.jpg?fit=1024%2C452&ssl=1&resize=700%2C400 2x"},"classes":[]},{"id":11103,"url":"https:\/\/leehopkins.com\/vi\/dhl-vietnam-30-day-false-excuse\/","url_meta":{"origin":11491,"position":1},"title":"DHL Vietnam\u2019s latest excuse: the \u201c30-day\u201d fiction","author":"Lee","date":"10 Th\u00e1ng 9 2025","format":false,"excerpt":"DHL Vietnam\u2019s latest claim is that my shipment is \u201c30 days overdue.\u201d But this excuse rests on false paperwork DHL created themselves. Read how bureaucratic fiction turns into real risk, and why leaders can\u2019t hide behind it","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":"DHL advise me of Customs' answer","src":"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/09\/2025-09-10_11-12-50-1024x1004.jpg?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/09\/2025-09-10_11-12-50-1024x1004.jpg?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/09\/2025-09-10_11-12-50-1024x1004.jpg?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/09\/2025-09-10_11-12-50-1024x1004.jpg?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":11162,"url":"https:\/\/leehopkins.com\/vi\/dhl-vietnam-threatens-shipment-destruction\/","url_meta":{"origin":11491,"position":2},"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":11491,"position":3},"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":10989,"url":"https:\/\/leehopkins.com\/vi\/dhl-vietnams-reply-and-my-open-response\/","url_meta":{"origin":11491,"position":4},"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":10975,"url":"https:\/\/leehopkins.com\/vi\/when-dhl-wont-write-they-call-the-calls-they-dont-want-you-to-see\/","url_meta":{"origin":11491,"position":5},"title":"When DHL won\u2019t write, they call: the calls they don\u2019t want you to see","author":"Lee","date":"29 Th\u00e1ng 8 2025","format":false,"excerpt":"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","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":"WhatsApp message from DHL staff asking for a call, followed by unanswered reply requesting text-only communication","src":"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/DHL-WhatsApp-626x1024.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/DHL-WhatsApp-626x1024.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/DHL-WhatsApp-626x1024.png?resize=525%2C300&ssl=1 1.5x"},"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\/11491","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=11491"}],"version-history":[{"count":0,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/posts\/11491\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/media\/11492"}],"wp:attachment":[{"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/media?parent=11491"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/categories?post=11491"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/tags?post=11491"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/ppma_author?post=11491"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}