Customer Service

Bob Tiffany · Jan 21, 2016

Since nobody answers my emails, I'm hoping one of the Cadlights reps will see this. Your customer service seriously sucks, almost as much as your design crew that built the Mini 8 gallon tank.

Bob Tiffany · Feb 2, 2016

I thought this was getting resolved, but now not so sure. It would be nice if somebody would answer my emails or return my calls to let me know what's going on!

Salty1962 · Feb 2, 2016

Good Luck!:rolleyes:

Bob Tiffany · Feb 2, 2016

I got a call from Weyland today, and he's getting things taken care of for me. He's addressing the issues I had with the tank and getting a new one shipped out to me in a couple days. He was very apologetic for the lack of updates and was very helpful, so feeling much better about this!

Bob Tiffany · Mar 18, 2016

Well, it appears that after more promises and lots if ignored emails, and a month and a half later, I'm still left with a tank that can't be used. Actually, I have two of them now lol. Weyland was very helpful at first, promised to make it right and send me a new tank with the correct light, apparently they still had one laying around. He also said he'd supply a smaller pump that should work. Awesome! A week later there it is on my doorstep, I can finally set up my son's tank! But wait... There's a crack in the back wall separating the display area from the filter section. Well, crap, they'll have to send me another tank. I like the light though, it's nice to have the one they actually show on their website. Plug it in to test it out... It won't stay on, it flashes on and off and then gets really hot. Well, that's strike two. How about the replacement pump? It's tiny, and the nozzle doesn't fit the hole in the back wall of the tank. Did they supply any tubing, locline, or other nozzles to hook it up so that I could use it? NOPE. So I go out and spend $25 dollars to buy some tubing, a 90 elbow, and a nozzle/clamps to hook it up to at least see if it will work, even though the tank is broken. After all that, the flow from this tiny pump is next to nothing, barely a trickle through the overflow. WHY DON'T THEY TEST THIS STUFF BEFORE IT GETS SENT OUT?!?!???

So I call Weyland, and give him my list of grievances, and also inform him that they didn't send me any kind of return paperwork or shipping labels to return the other tank to them. He tells me they didn't really expect the other tank back, that I can keep it for my troubles. Ok, that's cool, starting to earn my trust back. He apologizes for the light not working and promises to send out a new one ASAP. He also says he'll check on the tank being broken and asks for pictures, and says he'll figure out what to do about the pump. Cool, he's working on it, maybe I'll get this thing going yet. lol!

So days pass and nothing from Weyland, so I shoot him a couple emails. He responds after the second one and tells me they have a new light that's he's testing now and will get shipped out ASAP, but he's still not sure what to do about the pump. I respond and thank him, and then ask him what about the broken tank. That was two weeks ago. I've emailed him twice since then asking for updates, with no response. The only way I got any kind of actual help was by calling them out publicly here, so here I am. Hopefully something will come of this, but I'm not holding my breath anymore...

DaveMorris · Mar 18, 2016

I have a CADlights skimmer that actually worked well for about 10 months. Now, no matter what I do the pump will not run for more than a few minutes. I didn't even bother calling them because I have heard so many complaints about there service. I just bought a Vertex 150 to replace it. It is unfortunate that they don't provide better service. Its almost like they don't even try.

Bob Tiffany · Mar 18, 2016

They try just enough to look like they're trying, but then it all falls apart.

Rasengan · Mar 18, 2016

Terrible company. I've had nothing but problems with their complete lack of customer service. When it's working the tanks are great. But they use proprietary CHEAP Chinese components that are not standard here in the US and thus when something breaks you cannot just run to the hardware store to pick up new components. The plastic parts they use crack after less than a year and will break on you if you just brush up against them. That's happened 3 times now and each time has been the absolute worst headache trying to get a hold of anyone. They simply don't respond. I would not buy from them again.

Isaac Alves · Apr 3, 2016

Hopefully a simple question. I started looking at the plumbing provided with the Artisan II 70G that I purchased. There is no documentation that came with the aquarium and stand. I was wondering about adapters so that I could attached standard U.S. size plumbing for a gate valve and unions to the sump. Can someone tell if I could use this type of union from Flexpvc? https://flexpvc.com/cart/agora.cgi?p=PVC-Fittings-Metric-Adapters&p_id=8697-032&xm=on&ppinc=detail Would love some help here @Cadlights Aquariums. I really want to get the aquarium going for my girls.

Salty1962 · Apr 4, 2016

isaacalves said:
Hopefully a simple question. I started looking at the plumbing provided with the Artisan II 70G that I purchased. There is no documentation that came with the aquarium and stand. I was wondering about adapters so that I could attached standard U.S. size plumbing for a gate valve and unions to the sump. Can someone tell if I could use this type of union from Flexpvc? https://flexpvc.com/cart/agora.cgi?p=PVC-Fittings-Metric-Adapters&p_id=8697-032&xm=on&ppinc=detail Would love some help here @Cadlights Aquariums. I really want to get the aquarium going for my girls.

Check out Coralvue, that's where I got my fittings for my 70G Artisan II. Reasonably priced too.

dodgerblew · Apr 4, 2016

Search the word Cadlights in the Southern California Reefers forum on RC. You'll find some real Cadlights disasters. They're a terrible company, their warranty means zilch and their CS is really bad

Jonatha6992 · Apr 4, 2016

I stay away from them. I've heard nothing but bad reviews.

BkReefBaby · Apr 4, 2016

They have the worst CS ever I'm dealing with them now I had this guy Scott respond to me last week Monday hasn't responded since

Isaac Alves · Apr 4, 2016

Salty1962 said:
Check out Coralvue, that's where I got my fittings for my 70G Artisan II. Reasonably priced too.

I was looking at Coralvue too. Do you know which adaptors you ordered? I don't have calipers to measure exactly.

:)

Salty1962 · Apr 5, 2016

isaacalves said:
I was looking at Coralvue too. Do you know which adaptors you ordered? I don't have calipers to measure exactly.

:)

If I recall correctly, CadLights uses 40mm piping/fittings. So depending what size you want to go with, for example 1.5", then get the 40mm to 1.5" adapter. Coralvue uses metric sized piping in their skimmers, that's where I found more pipes so I wouldn't have to convert. I also got my gate valve from them for $20, you won't find it at that price anywhere else. Believe me, I looked at every site, almost, that handled the valves. BRS also sales some of the piping and adapters but they are more expensive. Hope this helps. Good luck!

Isaac Alves · Apr 5, 2016

BkReefBaby said:
They have the worst CS ever I'm dealing with them now I had this guy Scott respond to me last week Monday hasn't responded since

I've had the same experience. Email and website is useless. The best approach is to call every day between 9-10am PST. They seem to only respond to phone and pestering. I seriously wish they were in Irvine. I'd go and take over their marketing and customer service departments. They need a complete internal restructuring.

Paranoiattack91 · Apr 5, 2016

Funny..... now so many bad reviews are flooding the site about cad lights that the reviews are being allowed. Months and months ago, every negative true coment/opinion I posted about cadlights was immediately deleted because they were a sponsor.

revhtree · Apr 5, 2016

Paranoiattack91 said:
Funny..... now so many bad reviews are flooding the site about cad lights that the reviews are being allowed. Months and months ago, every negative true coment/opinion I posted about cadlights was immediately deleted because they were a sponsor.

Are you talking about here at R2R? Because if you are that is 100% false.

Arron209 · Apr 5, 2016

I've called Cadlights a couple times regarding some plumbing. They took care of me the asap and had my parts delivered within a couple days.

Rasengan · Apr 5, 2016

Salty1962 said:
If I recall correctly, CadLights uses 40mm piping/fittings. So depending what size you want to go with, for example 1.5", then get the 40mm to 1.5" adapter. Coralvue uses metric sized piping in their skimmers, that's where I found more pipes so I wouldn't have to convert. I also got my gate valve from them for $20, you won't find it at that price anywhere else. Believe me, I looked at every site, almost, that handled the valves. BRS also sales some of the piping and adapters but they are more expensive. Hope this helps. Good luck!

Any idea what size bulkhead to get for the main drain? I have this gut feeling mine is about to break any day now. The 2 other pipes - return and emergency both broke on me out of nowhere. the emergency broke when I simply brushed up against it while changing the filter sock and water came gushing down. So I could use new parts for that as well. Any information would be greatly appreciated.