This is why programmers make horrible customer support people, it doesn't matter if you have nothing to apologize for. You say your sorry because no matter what

This is why programmers make horrible customer support people, it doesn't matter if you have nothing to apologize for. You say your sorry because no matter what the circumstances the person is unhappy with your service and your company - saying your sorry and fixing the problem keeps a customer. Sticking to your guns and saying you have nothing to apologize for just loses you a customer.