challenge petrol lawn mower SLM40C?

I recently purchased the challenge extreme lawnmower and strimmer package from argos..leytonstone..E11.
after a couple of uses the mower was difficult to start. the handbook recommended cleaning the spark plug. there was a plug remover supplied which did not fit. i contacted the "technical" department who denied it was supplied with a plug spanner then said the plug could be pulled out with fingers. They then stated that all errors in the manual were as a result of the translation from chinese to english. where do these call centre people get their excuses from?