Apple instructs support reps to refute malware infections, deny assistance

By on May 20, 2011 at 11:14 AM
Services May 20, 2011

AppleCare representatives can do a lot of things for Mac owners suffering software issues… except when it comes to malware. In an internal support article leaked to ZDNet, Apple instructs its call center representatives on how to handle calls from users reporting that they have a machine infected with the “Mac Defender” malware trojan. And, as you can see, Apple is definitely taking the hands-off approach. “AppleCare does not provide support for the removal of the malware,” reads the memo. “You should not confirm or deny whether the customer’s Mac is infected or not.” Apple certainly isn’t the first company to instruct its support representatives to shy away from virus/malware assistance, but it is notable as it is the first major Mac OS X virus that — thanks to some moderate social engineering — is propagating. Apple has yet to issue a public statement about the software’s existence or infection levels. The full memo is after the break.

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  • http://twitter.com/ITAndrew Andrew Lafreniere

     You are holding it in the wrong hand :)  

    im tech neutral, i have at least something from each OS,  that being said, telling your reps to DENY that this issue exists is just wrong.  im not saying other companies havent done the same thing, its wrong for them also…

    serenity now!

  • Bobdonhim

    BlackBerry has never been infected by malware because it is actually SECURE!!  Not like the wannabes, Apple and Android.

  • Guest

    “There is no such problem, and if there was it’s not our problem. Deny everything.”

    Of course. Deny the kool-aid tastes funny. Better still, claim it’s a feature!

  • http://profiles.google.com/jayq330 Jonathan Oquendo

     so now there just going to keep acting as if they dont have any viruses as usual, business as usual. talk all you want about windows but when windows spots a virus it eliminates it asap,destroyed. but since windows 7 i havent had a single virus,either the pc is not reporting viruses or they cant get in. regardless apple needs to stop being ignorant,if they call adobe lazy when its apple that doesnt want to cooperate on better intergration. now look at them so lazy that people pay top dollar for there products & get no customer support for the most important subject. “oh i dont know how to install a program” !!DONT WORRY IM AN APPLE GENIUS!! “i can install apps & even uninstall them too!!” but you cant get rid of a damn virus? genius’s my *ss.

  • http://twitter.com/ocdtrekkie Jake Weisz

    Typical Apple. Deny the facts under all circumstances.

  • Anonymous

    It’s a common knowledge that Apple computers do not get viruses. This is just a smear campaign by Microsoft. Shame on you Bill Gates!

  • Anonymous

    wow, what a bunch of control freaks they are over at apple… makes ibm/microsoft seem all warm and fuzzy by comparison!

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