Apple Customer Service Turning Down Requests To Fix Malware

Posted May 19, 2011

Apple Inc. (NASDAQ:AAPL) is internally conducting an investigation of the Mac Defender malware attack. In the meantime, Apple asked their customer service team to avoid dealing with a customer who is dealing with the Mac Defender attack on their computers as AppleCare does not cover it. “You should not confirm or deny whether the customer’s Mac is infected or not,” wrote Apple to their customer service team.

Below is another note that was passed down to the customer service team. This seems pretty odd for a company that strives to have a reliable brand:

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.