SIDE NOTE: I don't get how a lot of people today don't understand that using vague language in apologies doesn't help with apologies.
It doesn't, you're right. But specific language in apologies doesn't help the company much during litigation, especially civil litigation when assessing damages. I realize that's not real sexy, but that might give you some perspective on your question. Imagine everything you write is being entered into a court transcript, and evaluated by a judge's clerk working on a recommendation for assigning damages. It is better to focus on delivering excellent service so things more rarely get to that point, but that's how apologies and announcements tend to get vague to the point of senselessness.
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It doesn't, you're right. But specific language in apologies doesn't help the company much during litigation, especially civil litigation when assessing damages. I realize that's not real sexy, but that might give you some perspective on your question. Imagine everything you write is being entered into a court transcript, and evaluated by a judge's clerk working on a recommendation for assigning damages. It is better to focus on delivering excellent service so things more rarely get to that point, but that's how apologies and announcements tend to get vague to the point of senselessness.