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May be a new deal to Trek owners, but this has been the norm for Specialized and the Brain shocks on Epics for as long as I can remember (still the case today AFAIK). The Brain shocks must be sent to a specific shop for the full maintenance option.
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Wouldn’t surprise me if Trek is using a similar approach of having to some or all shops send these to a dedicated location for service. That or perhaps some local shops may need additional training to do them. I have not dug into it to know what is the case here.