NOT to defend what Dilbert is suffering through, but being someone who works in a bureaucracy with rigid policies, I did want to play devil's advocate a bit.
I work at a traffic court, and never cease to be amazed at how many people seem to think that if they could just talk to the "right" person, all would be made as they like. I often get someone on the phone with a several-years-old ticket they ignored, and they just found out that the ticket has an extra $600 in penalties and their driver's license is going to be suspended until they pay the full amount due. I often hear "There must be SOMEONE there I can talk to." Yes, there are several someones here, but they're all going to tell you the SAME THING I TOLD YOU. This is a matter of the judges' policy, and none of us little peons like myself (or even the higher-ranking bosses) can change a jot or tittle of it, no matter what we think about the policy or how much we agree about how special you are. There's no point in getting upset at me -- I'm just the messenger, but I'm the one available for abuse, so I get it.