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Internal AppleCare Document Directs Employees Not To Help With Malware Removal

An internal AppleCare document posted earlier this week reveals that Apple is investigating ‘Mac Defender’ – a recently unleashed malicious application that pretends to be an anti-virus application when users download it. The document, which Apple clearly notes is for internal use only, tells its employees not to confirm or deny whether the application has been installed on a users computer, not to attempt to remove it or escalate the issue.

The bizarre document, which is posted in full after the break, seems to be instructing Apple employees to take no part in resolving malware issues on a users computer.

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.

However, the document does tell employees to instruct customers that if the Mac Defender installer pops up on their screen, to cancel the installer and delete the installer immediately. Whilst if the application is already installed they are told to tell the customer to make sure all security updates have been installed with Software Update and then direct them to the “What is Malware?” document. But the document is clear in saying that Apple doesn’t deal with malware – even recommending anti-virus software in the Mac App Store.

Explain that Apple does not make recommendations for specific software to assist in removing malware. The customer can be directed to the Apple Online Store and the Mac App Store for antivirus software options.

[Via ZDNet]

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