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Apple instructs support reps to refute malware infections, deny assistance

May 20th, 2011 at 11:14 AM

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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