When there has been a deliberate change though—one that is important for future development and that almost certainly won’t be changing back—then that sort of apology can be counter productive. If you know that a feature has been removed and is gone for good, it’s unhelpful to offer false hope to a customer of “recording your feedback” and “voting for that to be returned”. It will probably never happen.

Stop apologising to customers and start leading them – Mathew Patterson.