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AppleCare Reps Told To Skirt Malware Questions 389

Posted by timothy
from the neither-confirm-nor-deny dept.
Dominare writes with this bit from ZDnet: "'A confidential internal Apple document tells the company's front-line support people how to handle customers who call about malware infections: Don't confirm or deny that an infection exists, and whatever you do, don't try to remove it.' So basically, now that Macs have their own equivalent to XP Antivirus the best you can hope for is to be pointed at the store where you can buy something that may or may not fix your problem ... nice."
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AppleCare Reps Told To Skirt Malware Questions

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  • Re:OSX (Score:0, Informative)

    by Anonymous Coward on Thursday May 19, 2011 @06:05PM (#36185278)

    You, sir, are an idiot.

  • Re:So? (Score:5, Informative)

    by Megor1 (621918) on Thursday May 19, 2011 @06:14PM (#36185386) Homepage
    From the article: "Microsoft provides free telephone support for security issues to all customers, regardless of whether the software was purchased at retail or as part of a new PC. Microsoft Support Article 129972 (last updated May 17, 2011) contains these instructions:"
  • Re:So? (Score:5, Informative)

    by Urd.Yggdrasil (1127899) on Thursday May 19, 2011 @06:16PM (#36185412)
    Microsoft Malicious Software Removal Tool? Microsoft Security Essentials?
  • Re:OSX (Score:4, Informative)

    by MaskedSlacker (911878) on Thursday May 19, 2011 @06:16PM (#36185418)

    To be fair, poorly configured linux servers are pwned all the time.

  • by Kitkoan (1719118) on Thursday May 19, 2011 @06:26PM (#36185512)

    Like connect to the internet without first spending some money on one or more anti-virus packages? Windows is the only current OS which connects to the internet with its legs wide open.

    Every Windows OS since XP SP2 has had the Firewall built in and turned on by default.... Nice try though

  • by FullMetalJester (887382) on Thursday May 19, 2011 @06:27PM (#36185522)
    All you have to do is go into Safe Mode. http://support.apple.com/kb/HT1455 [apple.com] Then go into the Applications Folder > Choose MacDefender.app > Move to Trash. (in Safe Mode) Reboot normally and reset Safari.
  • Re:So? (Score:5, Informative)

    by jo_ham (604554) <joham999NO@SPAMgmail.com> on Thursday May 19, 2011 @06:32PM (#36185590)

    They gave me a free GigE card (at their suggestion) when I had problems with the built in ethernet on the logic board on a Powermac G5 and didn't have the time to take it in for repair because it was an edit machine.

    They replaced my brother's iBook, 3 days out of warranty, because it was close to the expiry date and it was unfortunate.

    They shipped a fresh set of Universal Binary Final Cut Studio disks to me for postage cost when the Intel switch came about, so we wouldn't have to buy the newer version of the suite to be able to run it natively.

    Oh I'm sure I have a few more.

    They also do "Macs form [sic] dummies" for those who yank their power cord from the wall socket by the cable and wonder why it frays and catches fire, or who throw their laptop in a bag with no case and wonder why the surface gets all scratched and so on.

    They also deal with regular people who have hardware and software problems.

  • by JoeCommodore (567479) <larry@portcommodore.com> on Thursday May 19, 2011 @06:40PM (#36185670) Homepage

    The crux of the current problem is a setting in Safari that allows the computer to open"safe" documents automatically. The issue with that checkbox has been known for over a year and its one of the things I remember to do is to uncheck it (as it has been defaulted to checked, open those documents.)

    Apple could have done an update to uncheck that box, or better yet remove the feature, but it sadly remained and now they are going to have to pay for thier ignorance of the issue.

  • by IrrepressibleMonkey (1045046) on Thursday May 19, 2011 @06:42PM (#36185696)

    Shouldn't front-line support people actually know if it's actual bad malware or not? If it is, this is remarkably stupid to neither confirm nor deny that it even exists. That seems like it came from marketing, not tech support. sigh.

    You should probably read the article. Apple is not telling its staff to deny that the malware exists, it is directing that the support staff should not confirm or deny that the software is installed on a specific Mac and should not try to remove it. Instead Apple is directing the customer to a specified documentation providing general information about malware. Apple is declining to remove software, which the customer has installed and subsequently changed their mind about. Sigh.

  • by gordguide (307383) on Thursday May 19, 2011 @07:33PM (#36186226)
    Apple has NEVER denied that any computer, including it's own, is potentially vulnerable to exploits. Their position is the same as it's always been ... users should take appropriate precautions. At times in the past they've offered for free commercial anti-virus apps as part of AppleCare and DotMac. Current users should download Sophos Antivirus for Mac. It's free.

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