Policies and Guidelines

I have come across various establishments that drive a customer crazy(me being one of them) by uttering the words "it's not our policy to.."

Policies are created to guide any action taken by an organization and avert any outcomes not in favor of the company. They are essential too. But there's the catch. Policies look good when you are aiding the customer or for a better example, protecting a customer's information like the privacy policies of websites that ask for your personal info. But they are dreadful when policies rather than helping a customer , irritate him.

I remember when I had an issue with customer care for my cell phone. It suddenly stopped functioning and as it was under warranty I gave it for repair at the service center. They said it was a bit complex and sent my phone to their head office in another city. Even after 3 weeks, I got nothing, not even a response after continuously calling the service center. Irritated, I took my case with the cell phone company's customer care. They escalated it 6 times but nothing happened. Finally, I asked the cust care lady to let me talk to some senior personnel to enquire what's wrong. But she wouldn't let me. ,All she said was that it's not their policy to provide contact information of required personnel and gave the same recorded reply that my cell was not working(which as if I didn't know).
She didn't know the root cause nor she let me know it. Whoaa! If you don't know the issue and you can't let me deal with it, who is going to solve it??
As a last resort, I had to threaten to sue them to get a new phone as they couldn't repair it.

I guess some policies are meant to be more of a guideline rather than a strict adherence to the book. One cannot have irate customers and think of doing good business.