Apple Will Not Confirm or Deny Malware Infection
AppleCare isn't allow to care.
Macs have a reputation for being safer compared to PCs when it comes to viruses and other malware. Much of that had to do with security by obscurity, as hackers would target the much bigger pool of PCs. With the continued growth and popularity of Macs, though, it may be due time for Apple's system to be under attack.
Ed Bott, a blogger for ZDNet, posted an interview between himself and an unnamed AppleCare worker. The source said that AppleCare call centers are now getting bombarded with calls from customers who have been tricked into installing malware called Mac Defender and Apple Security, among others.
"Before this started happening, we had 7-12 minutes between calls generally. Now we’re lucky to have any time between calls," said the source. "We started getting a trickle of calls a couple weeks ago. However, this last week over 50% of our calls have been about it. In two days last week I personally took 60 calls that referred to Mac Defender."
Something that most Mac owners may not know about is that the AppleCare terms of service state that Apple does not help with malware removal.
"Our notice for Mac Defender is that we’re not supposed to help customers remove malware from their computer," the source explained. "The reason for the rule, they say, is that even though Mac Defender is easy to remove, we can’t set the expectation to customers that we will be able to remove all malware in the future. That’s what antivirus is for."
Despite the clear rules, the source said that "most" AppleCare workers still offer help in removing malware simply because the people on the other end of the line are desperate for help.
Bott also obtained an Apple internal bulletin saying that Apple employees must refrain from confirm or deny whether or not a user's Mac has been infected. Apple employees also cannot make specific recommendations on security software, but instead should direct them to the Apple Online Store or the Mac App Store for antivirus.
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Blasphemy! Green fruit products are immune to everything including stupid users! /end sarcasm!
It's not the malware itself that bothers me. Yes, people make devious software and it's bad. It's the way Apple tries to handle things by keeping it quiet and avoiding the issue. I wish they would confront it head on, publicly denounce Mac Defender so that people are aware of the malware, and have a plan for removing bad software like any other repair shop. I know Apple would like to only deal with 1st party software, it's much easier and you can train your 'geniuses' in a simple by-the-book fashion. But as macs start getting more market share they'll start getting more 3rd party problems.
all i can say is ha ha ha
Good! Maybe that will end the commmon BS belief that "there're no viruses on Mac".
DON'T HELP THOSE POOR INFECTED FOOLS, WHO WERE TRICKED INTO BELEVING THEY WERE INVULNERABLE TO VIRUSES BY HAVING MAC, JUST TELL THEM TO BUY MORE OF OUR PRODUCTS.
Jesus... Apple, you really have NO concern for your consumers outside of taking their money - do you?
Wow.
Apple doesn't give a **** about their consumers. Don't help them remove their virus, just keep them in the dark and tell them to buy more products.
Supporting Apple is supporting this kind of management and control.
hmm I think this might start the decline of Apple poopooo. I sure hope so.
I love my Mac when I'm using my Win 7 VM inside Virtual Box.
Don't help them remove their virus
Has Microsoft, Dell or HP ever "officially" helped a customer remove a virus? Do you ask Western Digital or Seagate for help in removing the nasties on the hard drive that they sold you? This is outside of the scope of vendor support. End user tech support is meant to deal with this (you know, Geek Squad). Apple's response to this malware is simply in line with their support policy, which in this case is much the same as any other vendor's policy.
It's part of the experience... The ignorant experience, lol.
Cheers!
Has Microsoft, Dell or HP ever "officially" helped a customer remove a virus? Do you ask Western Digital or Seagate for help in removing the nasties on the hard drive that they sold you? This is outside of the scope of vendor support. End user tech support is meant to deal with this (you know, Geek Squad). Apple's response to this malware is simply in line with their support policy, which in this case is much the same as any other vendor's policy.
Read the second half of the article's link to the Apple bulletin, and find out.
http://www.zdnet.com/blog/bott/app [...] lware/3362
Has Microsoft, Dell or HP ever "officially" helped a customer remove a virus? Do you ask Western Digital or Seagate for help in removing the nasties on the hard drive that they sold you? This is outside of the scope of vendor support. End user tech support is meant to deal with this (you know, Geek Squad). Apple's response to this malware is simply in line with their support policy, which in this case is much the same as any other vendor's policy.
Well Microsoft sure helps against most malware with their Security Essentials that by the way is free, thats customer care. They also don't try to pretend their os is impervious to attacks by keeping silent when a new threat surfaces.
Keeping silent and bury the head in the sand while the users is in the miss conception that the os is safe is not the way to "support" the user base during a wave of malware. A company that cared about its users would handle it differently!
Sounds like there's going to be openings for Tech Support jobs at Apple... anyone interested?
LOLOLOLOL
THis is beautiful. WE've been saying for years that this is EXACTLY what will happen - no immunity in the population = rampant spread of infection. And lo and behold, it happened exactly how everyone with a brain bredicted it would. Apple is a joke. /pity for Apple zealots.
Posting from work, so need this disclaimer:
"The views expressed here are mine and do not reflect the official opinion of my employer or the organization through which the Internet was accessed."
Has Microsoft, Dell or HP ever "officially" helped a customer remove a virus? Do you ask Western Digital or Seagate for help in removing the nasties on the hard drive that they sold you? This is outside of the scope of vendor support. End user tech support is meant to deal with this (you know, Geek Squad). Apple's response to this malware is simply in line with their support policy, which in this case is much the same as any other vendor's policy.
Microsoft has its own 1-800 hotline dedicated to Malware removal, and the memo specifically told tech support to not redirect customers to Apple Retail (AKA The "Geniuses").
Well Microsoft sure helps against most malware with their Security Essentials that by the way is free, thats customer care. They also don't try to pretend their os is impervious to attacks by keeping silent when a new threat surfaces.Keeping silent and bury the head in the sand while the users is in the miss conception that the os is safe is not the way to "support" the user base during a wave of malware. A company that cared about its users would handle it differently!
That, plus my wife clicked on something she shouldn't have with her Dell, and called customer support. They took remote control of the desktop and removed offending mal-ware, and then recommended several free versions of anit-virus, as the Mcaffee license had expired.
What is the requirement for Tech Support at an AppleCare phone bank?
"Try rebooting your Mac. If that doesn't work, format/reinstall your MacOS and don't be a dumbass next time. While we have you on the line, would you like to buy an iPhone?"
Did I miss anything?
"The reason for the rule, they say, is that even though Mac Defender is easy to remove, we can’t set the expectation to customers that we will be able to remove all malware in the future. That’s what antivirus is for."
Well said.
Has Microsoft, Dell or HP ever "officially" helped a customer remove a virus? Do you ask Western Digital or Seagate for help in removing the nasties on the hard drive that they sold you? This is outside of the scope of vendor support. End user tech support is meant to deal with this (you know, Geek Squad). Apple's response to this malware is simply in line with their support policy, which in this case is much the same as any other vendor's policy.
You are correct sir the only problem is that Apple Doesnt really have software avail. to combat this type of attack becuase there denying that its possible still.. ohh and to actually be able to fix apple product you have to be certified to work on apples.. which means you have to follow there policies and procedures.. And FYI you can pay dell or any major computer vendor to assist you with removing a virus or malware apple on the other hand is not even offering any support so how is that even close to the same
rofl, the south park episode with the human centipad, and the genius's tripping out comes to mind here...
There's probably a good reason why Apple is denying this and they involve two little words:
False Advertising
which would then lead to potentially 3 more little words;
Class Action Lawsuit
That, plus my wife clicked on something she shouldn't have with her Dell, and called customer support. They took remote control of the desktop and removed offending mal-ware, and then recommended several free versions of anit-virus, as the Mcaffee license had expired.
My mum did that once. Better than Apple, no?
The bigger they are, the harder they fall.
Apple is rotten. To the core.
Yes! I win! I just won a bet where I said that Macs would start getting mass attacks before 2015!
On a more serious note, poor poor Apple... Welcome to the real world Mac peeps, where viruses and any type of bad -ware you can think of are rampant. You will receive your brochure on "How to live with Mass Attacks" and its companion book, "Mac V PC: The Real Truth"
Good! Maybe that will end the commmon BS belief that "there're no viruses on Mac".
This thing is NOT a virus. It's just an installer package that's automatically downloaded. It requires the user to do 2-3clicks and actually TYPE IN HIS PASSWORD before it installs.
Whoever is that stupid deserves it.
This isn't a virus, folks. It's a trojan. Macs have had trojans for years. The difference is that the user must actually enter a password and authorize MacDefender to run. Infection is entirely preventable if you don't go installing random software from random sites. To date, no virus exists for OS X or Linux that can install itself onto a system without user authorization. This is not the case for Windows.
Welcome to the real world Mac peeps, where viruses and any type of bad -ware you can think of are rampant. You will receive your brochure on "How to live with Mass Attacks" and its companion book, "Mac V PC: The Real Truth"
Indeed, it was to be expected. Just hope the green fruit take their responsibility and acknowledge their os is not impervious to attacks (if they now dare due to the commercials). I hope for the users sake they won't have to pay the price for the negligence of the company.
Once the attention that a system is easy hackable or its user base is easy duped into installing malware - The attacks will NEVER end and it would seem the average mac user/fanboi still seem to think it can't happen so generally ill equipped to handle it!
I can understand Apple's point of not wanting to be responsible for all malware that gets installed on their computers, but at the same time, they sell computers that "just work", and then when they stop working, they tell the customer to fend for themselves. Usually customer service is what brings people to a company. From what I've heard over the past years, Apple has NO customer service. Whenever a serious problem rears its head, Apple hides it under a rug until the PR team can move in to damage control (outright denial, deleting of forum threads, etc...). Seriously, WHAT is the appeal of Apple to these customers? Has anyone ever gone to a genius who could actually solve a problem without resetting to factory settings or returning for a replacement?
Of course, Apple's solution will be to lock-down their system even tighter. Mark my words, OSX will eventually use the same app-deployment system as iOS. Applications will only be installable if signed by Apple and/or purchased directly from their App store. Apple just keeps getting richer because people just keep buying their crap.
In the end of the day , does it matter
if morons will send money to an african prince, they will click anything and everything...
Apples have less viruses because they eliminate the ability to do 90% of what high tech people do. But at the same time, they take away almost nothing that a novice or photoshopper will want to do.
This thing is NOT a virus. It's just an installer package that's automatically downloaded. It requires the user to do 2-3clicks and actually TYPE IN HIS PASSWORD before it installs.Whoever is that stupid deserves it.
Apparently lots of Mac users are stupid.... lots.