Many moons ago I had a job at the service desk of a local appliance store. I was expected to apologize for shoddy manufacturing, shoddy installation or stupid consumers who could not be bothered to read the instruction manual, none of which I had anything to do with. "I'm sorry" is about the most useless of platitudes for someone who is not involved.
I wasn't sorry in the least that the installer was drunk. (Yes, that actually happened.)
I wasn't sorry in the least that the installer was drunk. (Yes, that actually happened.)