For starters, they don't communicate any plan or action. Secondly, they don't acknowledge anything. I would MUCH rather hear "You have a valid point and I will give it serious consideration." To make it even stronger, a plan of action to fix the problem means progress. The strongest and best of these is "It won't happen again." What's worse is DEMANDING an apology of somebody. What that amounts to is demanding that somebody submit to you. I would much rather receive an acknowledgement that a given adverse action is a problem and a guarantee it won't happen again.