Economies of scale plus suppliers thinking the world sized company is too big to fail so bending over backwards for them?Economies of scale. It happens in all industries and is very difficult to combat and the future will be monopolised in the end. All these legacy companies that have a "shop" front are all on borrowed time.
You see it in the trucking industry big time. Massive companies with thousands of trucks. They can undercut all the smaller companies because 1 transport manager can look after 100 drivers whereas a smaller company have to pay the same manager to look after 30. Same with Trucks. You put an order in for 100 brand new trucks you are going to get them a lot cheaper than someone buying 10.
They end up getting these smaller companies for a pittance and swallow up all their contracts.
With the rainforest and their jungle, I suspected that the cost of their great CS has been that any cost RMA, and general returns has been mostly been passed on to the supplier. Whereas the smaller players actually have spend resources sorting that out.