I forgive mistakes. I don't forgive denial. As a user, I'd like to hear "I'm sorry" rather than "our users' concerns were unjustified and they don't know what they're talking about"
First, they've already issued their apologies for the confusion publicly. I don't see the need to repeat what's been said. Secondly, I don't find anything wrong with what he said. Again, it might not be popular, but I can't find fault in it. After all, they can't very well apologize for things that didn't happen, and it would be insulting for them to try.
The leader of a company absolutely should repeat what his company's PR statement/blog/whatever said, not contradict it. The fault is that it's the opposite of his company's official statement.
