Scott will probably suggest that you can ship it to his technician, which is a bit of a last resort unless you are near Reading. It depends a lot on where you are based but you might want to ask a local (decent) coffee shop who services their machines.
One way or another (plus obviously some excellent work from the Mrs) we ended up with the guy who seems to work at many of the specialist coffee shops in Manchester when we couldn't get any further on Anna's last set of problems ourselves. He was excellent and it was enjoyable meeting him.
We also found out subsequently that there is a catering supplier locally who supplies Iberital machines and they may well have been worth a shout if we had not found our guy