CadLights PLS-100 Skimmer and customer service review

[GoFish]

I think its time to review my CadLights PLS-100 purchased back in April of this year (2013)



I first saw this at my LFS and thought it looked to be a nice compact size to fit in an Aqueon Proflex Sump (Model 3)
it has a 4.75" x 4.75" foot print and stands 18.75" tall
Cost was $170ish + tax

plain box with no instructions and required only a little assembly, pretty straight forward

Setting it up wasn't too challenging but with no instructions i had to go online to find out recommended water depth which was noted on the website from 7"-10". At the time i didn't have an ATO so in order to keep the water level the same i had to construct a small platform to raise it up to be put into the second chamber of the sump (approx 4" tall) with a stable water level. In order to tune the skimmer, the body needs to be turned, which caused the base to turn as well, so out it came and suction cups were installed to secure it to the back wall of the sump.

PROs: Compact size, quiet, great skimming capacity, cleaning the collection cup is easy

CONs: Pump has stopped working 3 times, but works again after some time being unplugged (tapped, cleaned etc...) Cleaning the main body of the skimmer is nearly impossible to do as the body is glued together, having it placed in the refugium near the light causes a great deal of algae build up inside which is a bit frustrating not being able to get to it. Drain spout on the collection cup broke off very easily and needed to be re-glued (3 times now). Tuning after 2-3 months became more of a challenge each time it was cleaned. And the biggest con of all the CUSTOMER SERVICE IS HORRIBLE... OK maybe not the "worst" in the world, but pretty close, any company that lies to customers again and again is real game changer for me
The problem: the lower section of the skimmer and body connects via 2 pieces of acrylic pipe, one piece fits inside the other, and they've been ovaled. Over time, not long, the 2 pieces of pipe lose the ovaled tight fit, becoming sloppy, the body leans to one side because of the intake hose and then OVERFLOW!!!
First when i emailed them about having problems with the skimmer going out of tune in early August, i was told this was a "unique situation", they then told me to use sandpaper (had to drive to the store to buy some) and clean and sand it. This was poor advice, it just made the problem worse. Since then I've searched forums for advice, and found as far back as June they ALREADY had a fix to the problem, BUT in AUGUST i had a "unique situation?!
Then, frustrated and no longer able to use the skimmer period i emailed them again on October 3rd. It had been days already without a working skimmer, they asked for pictures and i sent them some 1/2hr later...it took 2 more emails and 5 days for them to reply. They said the part would be sent on the 8th. UMMM they didn't even ask for my address. Long story short about sending me the repair is they blatantly lied to me twice (including to the LFS whom i asked for help) saying they had sent it

Now that i have a repair (3 1/2 weeks later!) and working skimmer nearly 3 months after my first contact, this repair comes with problems of its own. Its called a "tension lock" and it is just that, too much tension and and theres too much tension on the 2 parts to tune, i now have to get my hand wet reaching into the refugium to unscrew the lock to get the skimmer out for cleaning

I normally don't complain, or like to spend an hour typing a review, but the product and service were just that bad, it had to be done as a warning to others. I personally make a lot of spending decisions in the hobby based on customer reviews and if i knew then what i know now i would have spent my money elsewhere