This can be down to the individual and their customer service 'ethics'. Having done helpdesk myself on a team I saw a few things going on - one colleague viewed all customers as idiots andwould push back/blame them in an authoritarian manner, another colleague wasn't actually that good at thinking off script so, although he would have liked to have gone the extra mile, he could not. Only a minority of the team empathised with the customer in a way where 'terms and conditions' were interpreted as needed. It all depends on who you get, what mood they are in and the time of day (5.25 p.m. and, with the office closing you aren't going to get a decent hearing).