Just brought my 2012 Heritage for the 1000 mile service and asked them to adjust my rear shock like it states in the owners manual. The answer I received kind of took me by surprise. They said that adjusting the rear shock does nothing. The reason is the spring is flat on top therefore rotating it will do nothing. Has anyone else ever heard this and is it true? If it is then Harley should delete that part in the owner's manual.

 

Your Dealer is full of K9 Excrement. They do adjust for pre load just like what is stated in the owners manual. Countless people here including me have done this on our bikes.

 

I think you need to find another dealership. I'd be afraid to bring my bike in there for anything.
It is some what of a hassle adjusting the Softail shocks the first time. The factory loctites the retention nuts in place ( you will probably need to use a heat gun or hair drier on the retention nuts to soften the loctite). You will need a spanner wrench , which I bought for $5 at my dealership and a 1-1/16" open end wrench ( I cut the handle down so it is about 4" long).
If you do a search on the Softail forum there are several topics giving the procedures for adjusting the shocks.
Good luck,
Tom