Software is written by humans. Humans get tired. Humans become discouraged. They aren’t perfect beings. As developers, we want to pretend this isn’t so, that our software springs from our head whole and immaculate like the goddess Athena. Customers don’t want to hear us admit that we fail.
The measure of a man cannot be whether he ever makes mistakes, because he will make mistakes. Its what he does in response to his mistakes. The same is true of companies.
We have to apologize, we have to fix the problem, and we have to learn from our mistakes.