Piezo-igniters can be tricky sometimes in windy conditions. Try lighting the unit is a place or at a time when there is little or no wind, also make sure yo have the gas valve set correctly (according to the instructions). If it is still hard to lite, then, I guess best option is to return.
NOTE: with the gas valve OFF you can take the unit into a darkroom and you should see and hear a small arc every time you try to lite the unit. If you do not, the pieze unit might be bad.
Hope this helps.
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Pennsylvania, for 60+ years, most recently, Allentown, now TV. 
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