sorry for your issues. that shouldn't be normal for those pumps. almost sounds like a bearing issue. the ends of the impeller shafts should seat into ceramic bearings within a silicone jacket. maybe that bearing is missing or has a defect which is uncommon.
i would contact the seller and create a support ticket. if they can't help then go to the source
http://www.ultrareef.it/assistance.htm
ultra reef has responded to me when i have had questions but i ordered my 160 directly from them.
good luck and maybe someone else here with that model can chime in. that's a very nice skimmer and it saddens me to hear you are having issues out of the box.
Tivo