Apple instructs support reps to refute malware infections, deny assistance

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

Apple instructs support reps to refute malware infections, deny assistance

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. More →

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RadioShack said to require AppleCare, case purchases with iPad 2 [updated]

By on March 29, 2011 at 9:51 AM.

RadioShack said to require AppleCare, case purchases with iPad 2 [updated]

As we confirmed yesterday, Apple’s iPad 2 went on sale in 500 RadioShack locations across the country on Tuesday. Considering the tablet’s limited supply among Apple Store locations and other third-party retailers, however, we wondered how much inventory Apple might be willing to spare for the various RadioShack locations set to offer the device this morning. BGR has confirmed that several RadioShack locations in the New York metropolitan area received single-digit shipments, and every store we spoke to this morning was sold out. More interesting than the low-volume sellouts, perhaps, is the claim by a BGR tipster that the store he visited refused to sell the iPad 2 unless customers also agreed to purchase AppleCare protection plans and an iPad 2 cases along with their tablets. RadioShack salespeople at the New York City location he visited stated that the store was required to sell AppleCare and a case with each iPad 2 for today only. Despite a customer’s position in line, he or she was allegedly not permitted to purchase an iPad without the pricey add-ons.

UPDATE: We have confirmed that it is not RadioShack’s policy to require the purchase of AppleCare or any accessories such as cases with the purchase of an iPad 2. More →

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