It's too bad to hear someone that has not experienced a truly passonate and engaged support team. A job in support is exactly that, a job, but it should be approached with eagerness to succeed and advance. I hope you get to experience a better type of support team at some point in your career because it will change your outlook and most importantly provide your users an experience that will make them true champions of your team/product. Polices do have a place, but they get changed by the people that fight for change with creative and passionate solutions, not by those that say it is someone else's decision and go about their, as you put it, work. Here is a great example of what it means to go above and beyond for your users.
http://shankman.com/the-best-customer-service-story-ever-told-starring-mortons-steakhouse/ 
