You do have a point. Empty lip service isn't what anyone is looking for, I agree.
However, issuing a genuine apology (stress on 'genuine')is, most of the time, the politest thing to do. A grievance should be acknowledged, and the disappointed customer deserves to be heard. Customer service is not always a thankless job, says my friend here at SurveySparrow. They get a lot of stuff right and they also get to hear thanks from delighted customers. Apologies, whenever you have disappointed a customer who invested in you, is the least you can do. Empty lip service- no one should have to do that/be subjected to that, I totally agree!