Sri Lanka Telecom review: SLT staff at Balabgoda Branch

Dear SLT HQ complain department,

I am writing to formally lodge a complaint regarding the extremely poor and unprofessional service provided by your employee at the SLT branch in Balangoda (Chamara – contact no: staff id: 014392). My recent experience with your staff has been deeply disappointing and unacceptable, particularly concerning our request for multiple PEO TV connections for our hotel.

During our first visit to the Balangoda branch, we discussed the need for multiple PEO TV connections across several televisions which were supposed to install in the rooms, and it was agreed that these could be provided through a single main connection. At the time, only one TV was ready, and the connection was established for that TV.
However, after the remaining TVs were installed, we made several requests for the splitting facility to be activated. Each time, these requests were either ignored or met with excuses.

We were later informed by SLT staff that the initial agreement could not be honored, and we would have to take out six separate connections for each TV. After conducting my own investigation, I discovered that it is indeed possible to split a PEO TV connection to multiple devices from a single line, contrary to what I had been told.

I escalated my complaint to the SLT headquarters, after which your staff, Chamara visited our facility on 12th Sept 2024. He confirmed that multiple connections could now be provided, with up to three TVs being connected to the existing line and a new connection required for the remaining 3 TVs.

While I requested time to consider his proposal, he demanded an immediate decision, insisting on cash payment of Rs. 31,000 for the process. When I asked to make the payment via bank transfer, he refused, stating that cash was required before installation could proceed. He even offered to drive someone to an ATM to withdraw the cash.

After receiving the cash, Chamara issued two manual receipts but left the premises without completing the installation which was supposed to be done at the same time and informed us that it would be done within five days. I had to escalate the issue again to HQ on 13th Sept, and when he returned, he behaved in an unprofessional and hostile manner towards my hotel staff, claiming no fault on his part.

When I requested a refund for the payment, I was met with a drawn-out process involving submission of various documents, and was told it would take 10 days to receive the refund. This entire experience has left me extremely frustrated with both the service provided by SLT and the unprofessional conduct of your employee.

Due to this unacceptable level of service and the inappropriate behavior of your staff, I have decided not to proceed with SLT services for my hotel. I expect a prompt response to this matter and appropriate action to be taken to prevent such incidents from occurring in the future.

Sincerely,

Maheshika Gavarammana
Owner of Brook view Hotel Belihuloya
Belihuloya, Sri Lanka
Mob: [protected]

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