I guess it is all a matter of perspective, and in my opinion, I couldn't disagree more.
Planners do have a wide range of discretion on zoning issues. But every planner we've ever worked with is a wanna-be architect who thinks they know more about design and urban planning than the actual architects and urban planners. (But that is a two-sided sword I'm sure.) Not saying all planners are bad, but thinking you have no recourse and whatever they say goes isn't an efficient process.
We've worked with planners in 6 states and a myriad of cities. Not once have they even won an argument about their own zoning code. Especially when we hire a lawyer versed in these legalities. They overstep their discretionary power, and putting a stop to it, is more important than just letting them walk all over you.
I've had planners tell me I couldn't build a certain use in a specific zone, and that it was impossible. Project built.
I've had planners tell me they don't like a certain elevation of our building and wanted the owner to add a ton of ridiculous ornamental work on one side of the building that would have cost the owner thousands of dollars. Nope. Made them drop that issue.
We've even had planners go so far as to tell us they don't like our design style and to change all of the exterior details and materials of a proposed building. Got a new planner to review our project instead.
My original post wasn't eluding to taking a certain tone with the department. You may always respectfully ask under what authority they are using to make a determination. Once you know that, you can look into it further if you wanted to push the issue.