Hi Grey,
On mine, the forks are locked solid when the red selector on top of the right fork stanchion is moved fully anti-clockwise to the 'eleven o clock' position. If you move the selector clockwise by any more than 30 degs then the forks should compress about half the available length with the front brake on and a good push down on the handlebars. It could be, if you have the preload set very stiff that might give the same result?
Failing that, I would guess the selector is not operating the mechanism and the shop should be able to remedy this for you.
Not got much in myself lately. It has rained every day since the hosepipe ban came into force! I have had to console myself with an extended period of 'religeous service', and I can now say that my Eagle is very clean indeed!
Good luck with the forks.