Excellent customer service - Dice Electronics

I had the delightful experience of dealing with a failure of a device that makes it possible for me to route the GPS/XM Radio sound output from a portable device into the sound system of my Toyota Prius. At times, I was able to face the music and at other times, I only heard the sound of silence (regrets to Paul Simon). So, I called Dice Electronics, the manufacturer of this little gem and was routed to Adam of their technical service department.

Adam and I had a short discussion about what was happening, when it happened and he simply said that he'd set up the process for a replacement device to be shipped out to me. Thats it. No fuss. No problems. No threats were necessary.

While I was pleasantly surprised by the wonderful customer service, it caused me to wonder why this type of service has become such a rare commodity elsewhere. Why do you think customer service has decayed to the point that companies don't appear to care what their customers think?