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Apple hopes that if it pretends that malware doesn't exist its customers will believe so too. Apple techs are under strict orders not to help customers who are suffering from malware infe

Employees claim ~6 percent of Macs are now infected by malware, though many Mac owners are convinced their computers are "immune" to such problems.  (Source: Cult of Mac)

Microsoft actually helps protect its customers from malware programs and acknowledges they exist. It even offers its customers free protection.  (Source: iTech News Net)
Jobs and company hope to keep customers ignorant of the truth

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Ignorance or Warranty?
By Aikouka on 5/20/2011 2:13:48 PM , Rating: 2
Jason, I think your article may be looking at this in the wrong light. It is a somewhat logical conclusion that based on the article, Apple wants its technicians to feign ignorance, but there's another (and in my opinion, far better) conclusion. Apple isn't simply ignoring malware; they're refusing to take support calls through AppleCare where a customer believes they're infected with malware.

I'd have to read over the AppleCare clause for a Mac (I don't own a Mac) to see if there's anything in there about AppleCare not covering non-OS related software issues. I mean... technically, a user getting malware isn't Apple or Microsoft's fault nor problem. I think the second memo actually solidifies my conclusion. The first bullet point says you should not even attempt to diagnose a malware issue over the phone. The second says you should not attempt to treat a malware issue over the phone. The third says you should not attempt to push a malware issue up the tech support chain (i.e. lower level -> higher level support). The fourth says that the Apple Store's support (Genius Bar) will not help with these issues either, so do not recommend it.

As one other commenter jokingly posted (but it seems he was actually correct), "You're reading it wrong."

RE: Ignorance or Warranty?
By jordanclock on 5/20/2011 2:50:30 PM , Rating: 2
So, when a Mac user is having an issue on their machine because of malware, the moment the tech realizes it is malware related... They hang up? They tell the person "Sorry, Apple didn't make that so we don't handle that?" Basically, they're confirming the issue by ignoring it. Users are now stuck having to remove this malware on their own, assuming they even realize it IS malware.

RE: Ignorance or Warranty?
By Aikouka on 5/20/2011 3:01:18 PM , Rating: 2
I highly doubt that any large OEM computer manufacturer (Dell, HP, etc) allows free malware support under their warranty clauses.

RE: Ignorance or Warranty?
By cjohnson2136 on 5/20/2011 3:12:49 PM , Rating: 3
Actually I have called Dell before and they did help me remove malware from my parents computer.

RE: Ignorance or Warranty?
By nafhan on 5/20/2011 3:31:51 PM , Rating: 2
Yeah, but it's not Dell or HP, it's Apple. Things like the genius bar thing are a major reason people are willing to pay extra for Macs. Even if they don't take care of the problem, pretending it doesn't exist seems awful. At the very least, they could say something along the lines of "We think you may have malicious software installed on your Mac. Here's contact info for a few Mac security specialists who are qualified to investigate further."

RE: Ignorance or Warranty?
By kleinma on 5/20/2011 4:22:06 PM , Rating: 2
It is even more than that. If you bring in your Mac to an apple store for lets say, a ram upgrade. During the course of them performing this upgrade, they realize you have malware on your computer. Since you as the customer didn't mention it (becuase you are a mac user and therefor think such a thing is impossible) the mac employee must make no mention of it and totally ignore it, even if the employee knows it is malware and knows they could fix it, they are to do nothing and say nothing. Apple is just too shady of a company for me to ever want to deal with.

"So, I think the same thing of the music industry. They can't say that they're losing money, you know what I'm saying. They just probably don't have the same surplus that they had." -- Wu-Tang Clan founder RZA

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