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May 22, 2011

Apple to Customer Service: Don’t Help Our Customers with Malware

You'd like to think that customer service is out to serve the customers (you), right? Not exactly! After an unusually broad spread of Mac Defender, a piece of OS X malware, Apple is telling customers they're on their own.The order, straight from an internal memo to Apple's customer support reps, states the following "Not our problem, sucker" rules:
AppleCare does not provide support for removal of the malware. You should not confirm or deny whether the customer's Mac is infected or not.
Should not confirm or deny? Intentionally leaving a customer in the dark as to whether their computer has a virus seems pretty low. But is this next part lower? Hmm:
Do not attempt to remove or uninstall any malware software.
Do not send any escalations or contact Tier 2 for support about removing the software, or provide impact data.
Do not refer customers to the Apple Retail Store. The ARS does not provide any additional support for malware.
So even if a customer is sure their computer's infected, Apple wants nothing to do with these malware lepers. Keep 'em off the support lines, keep 'em out of the stores. This doesn't seem like a great precedent to set for malicious code landing on Macs.


10 comments:

Pawawanpi said...

Holy crap that's so not cool. Why does Apple have like a constant crap customer service?

Punk1119 said...

Malware on my Apple Product? It's more likely than you think.

kxxthanxx said...

apple is a cult

Xenototh said...

I love how ironic it is that by not helping their user base, they are making this a bigger story. It's like they are panicking.

Zealot said...

They really have their customer base in mind. Just sweep it under the rug. Move along nothing to see here.

Primitive said...

Apple is too expensive =(

Major.Mack said...

fuck apple i like oranges

Guy Movie Blogger said...

Why does this not surprise me? Apple is full of bullshit.

Dejch said...

hm you are right

Athanasian Echo said...

Hahahaha, I remember everyone who has a mac always says, "Well my mac won't get viruses!"

Looks like they can, they are, and now Apple ain't doing shit to do anything about it. Man I love it when things like that happen.