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I think his happened to @TTM 's machine too.
Pliers are now a part of his flat white preparation routine. Just use them to twist the silver nob bit that is left protruding after the black bit has come off. Not ideal, but better than having to deal with all the customer service BS
I'm getting really fricking bored with my Gaggia's propensity to fail - even more so with the customer service team one has to deal with at Philips when things go wrong. It's been one thing after another since I got a Classic 2 years ago and all down to shit plastic components or actual mechanical failures.
Now the bloody steamer knob's come off :(