Manufacturers have numerous policies in place. Attendance, customer returns, payment terms, and more. The vast majority are because of a lack of trust in employees to make good decisions. As a customer, have you ever heard the words “that’s our policy” and felt comfortable that your best interest was given the respect it deserves?
“That’s our policy” means you are a number, not a person. It means that regardless of the reasonableness or importance of your request, tough luck. Obviously, someone in the organization, if you go high enough, has the discretion to overrule the policy for a logical exception but only they are believed to have the brains and judgement to do so. Otherwise, discretion would be afforded the first person you talked with.
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