Japanese companies structure apologies very differently from US ones, because the legal consequences are very different. In the US, an apology is considered an admission of responsibility and is often the starting point of legal action against the culprit, while in Japan, a sufficiently sincere* apology may well defuse the situation entirely.
* 真 makoto, a word often glossed as "sincere" but not identical in meaning: it's about the amount of effort you're willing to take on, not how "honestly" you feel something
Also, the culprit here is not HP proper but their consulting/SI wing HP Enterprise, which has a, uhh, less than stellar reputation for competence.
* 真 makoto, a word often glossed as "sincere" but not identical in meaning: it's about the amount of effort you're willing to take on, not how "honestly" you feel something
Also, the culprit here is not HP proper but their consulting/SI wing HP Enterprise, which has a, uhh, less than stellar reputation for competence.