I fucking hate that phrase. Had a row in curries the other month (Which I won, natch - new washing machine thank you very much!)
Her: "I'm sorry sir, I can't help you any further."
Me: "No, you won't help me - big difference."
Her: "But it's policy."
Me: "Set by who?"
Her: "The company."
Me: "Great, you can change it then."
It went on for a bit, but to cut a long story short - instead of me paying them to replace my broken washing machine, they did it for free and gave ME money for my troubles.
It's like contracts.
"But, sir, it's in the contract - there's nothing I can do."
"Well, the contract is between you and I - so as long as we agree, we can do what we like, can't we?"
"But..."