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Yup, they are doing the right thing as this specific problem is not unheard of, there have been quite a few instances of the primary shoe adjuster pulling out of the inner primary on late model bikes.
What's somewhat unusual is the severity as they usually self destroy but don't lock up, at the very least it would have made a huge racket before it did so. They did the smart thing from their and the factory's point of view as they contained the problem. Wonder if the whole shoe came off, ie the nut as opposed of the Torx/Phillips screws, as this would shift responsability significantly.
 
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