Here, all holidays suspended until further notice...or Christmas shows up.
No telling what kind of holidays they have in OZ, their heads being below their feet and all. :lol:
Just from the looks of the shock on the Softrider, I would say it has a spring up in the head-tube much like my Rockshox i-ride (nee Cannondale). The Rockshox has some preload adjustment via a hex screw (4mm?) accessed through the top cap.
Seems like I've read somewhere that one can push the star washer (which is internal to the head-tube) so far down that it interferes with the shock internals...I imagine that might cause a lockup. Otherwise, you're going to need expert help.
Sorry you're having problems with your dealer! I'm having shipment problems on the final bits and pieces of my conversion. If the UPS truck doesn't come by soon, I'll probably start gnawing on the tires.