i came in contact with the ultimaker support because my ultimaker 2 needs a new nozzle. The Problem is: they couldn't help me in the way you mentioned above so that i can get the extra nozzle + ptfe for existing users.
First i was forwarded to igo3d- no help - ultimaker support said on my second mail that hot end is not covered by warranty (i know) and i have to buy the spare parts.
So how i can get these parts (which is a very nice service for existing users, but how?)
(yeah, there were problems with my existing forum login, too)