Just purchased this printer and all we were able to print was the octopus. When we tried to print a real part it keep stopping during the print. Tech support told us to update the firmware, now we have this mess 
That’s going to probably be a warranty service. If you feel like tackling it yourself, heat the heater to about 120c with it dismounted like that, leave it for about 10 minutes, then power down and unplug it and gently start removing plastic. The duct is probably toast, but you should be able to separate the metal bits, The risky part is tearing the thermistor or heater core or nozzle leveling wires. If it were my printer i’d probably call support first and see if its covered.