CadLights PLS-100 Skimmer and customer service review

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 reach into the refugium to unscrew the lock to get the skimmer out for cleaning, used to be so much easier

I see they have an updated version of the PLS-100 for 2014 which should take care of the issues i had above, not sure about the pump quality?

Skimmer ability: 9/10
Build quality: 7/10
Ease of use: 7/10
Customer service: 3/10 (only because they were polite when lying to me )

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

 

Thanks for the detailed review and welcome to 3reef. I used that skimmer for several months and experienced the same issues with the exception of the pump. To deal with skimmer body drift I used a Hoover vacuum belt. It made adjustments even harder but it sure stopped the floating and drift. I am with you on cleaning the tube. It requires a giant vinegar bath.

That is really unfortunate about your experience with their customer service. Was that the same rep every time? What impresses me about Cad Lights is that they continue to refine this skimmer line based on hobbyist feedback. Their new stop lock system looks better than their first tension lock fix.

 

Hi Matt, thanks for the welcome. Glad i found this forum!
Seems to me to be a go to site for info.

I just finshed reading your review as well, same issue. Gives me another reason to wonder why they didn't mention this to me back in August.

Listening to customers is definitely a plus, i like how the new version prevents overturning in both directions, i still see they're using suction cups on the base though, i keep my platform very clean and with the extra tension the base tends to slip with the suction cups, hmmm. And relocating the silencer to the top of the body would make removing the collection cup easier which has been changed. I actually marked the threaded hole on the lid as well with a Sharpie and also put a mark on the base top and body bottom to visually tune it which helped

3 different people had sent emails, not sure if any were considered to be the customer service rep. I think the first on that said my situation was unique was Scott

Anyway, I like reading reviews so i thought i should throw that out there too

Cheers

 

Thanks for the kind words. Glad you like the site. :thumpsup:

Ahh... yes the suction cups. I agree they are an achilles heel to this design. I was not happy to have to deal with them initially. I am not sure what the solution is to get around them though. I used weights on the top of the skimmer lid. No joke. As for the silencer hose - I absolutely agree with you on that. My older Bubble Magus had the same thing. I wish they would not do that.

 

Sorry to hear of your problems with the skimmer.I have been using my pls100 since april as well and with Matts hoover belt mod in place have had no problems.I do have the tensioner that I received from Cadlight (for the cost of shipping ) but haven't installed it.