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Thread: Apple Tells Support Reps To Stay Clear of MACDefender

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On May 2nd, we reported on a nefarious new security threat that had been detected by Mac antivirus and security developer Intego. The finding was "a rogue anti-malware program" dubbed
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    MMi Staff Writer Michael Essany's Avatar
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    Default Apple Tells Support Reps To Stay Clear of MACDefender


    On May 2nd, we reported on a nefarious new security threat that had been detected by Mac antivirus and security developer Intego. The finding was "a rogue anti-malware program" dubbed MACDefender. According to a report from the agency, MACDefender attacks Macs via "SEO poisoning" assaults. (NOTE: The malware described here is in NO WAY affiliated with MacDefender, makers of popular geocaching software).

    Unfortunately, not only has this security threat failed to disappear, it has secured the attention of Apple. Based on the findings of a stealthily obtained internal AppleCare document, the "MACDefender" software has attained the status within Apple as an "Issue/Investigation in Progress."

    Simply put, Apple has notified its vast sea of support representatives that "AppleCare does not provide support for removal of the malware." So if a customer afflicted by MACDefender shows up or phones in looking for help, the speaking point is as follows: "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."

    According to the supposed guidelines contained within the leaked document, these bullet points are to be followed by Apple support reps when encountering an infected machine:
    • Do not confirm or deny that any such software has been installed.
    • 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.
    Requests for comment from Apple regarding MACDefender were not immediately granted.

    Source: ZDNET

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    Green Apple
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    That's kinda douchey for Apple to do.

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    Green Apple RefreshingData's Avatar
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    ouch to people rejected by apple.
    but seriously? macs don't need a defender anyways.
    all in all, this is another story to tell people to GET LINUX!
    WHY AREN'T YOU JAILBROKEN?!?!!?

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    Livin the iPhone Life steve-z17's Avatar
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    If you install the malware yourself, you should have to get rid of it yourself

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    lightmaster (05-19-2011)

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    iPhoneaholic
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    As usual, Apple denies it all. Go figure. Keep giving them your money, its all they really want.

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    Green Apple CustomSS1's Avatar
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    Quote Originally Posted by steve-z17 View Post
    If you install the malware yourself, you should have to get rid of it yourself
    hahaha exactly

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    What's Jailbreak? thazsar's Avatar
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    Maybe they need to bring in some PC techs to figure out how to remove it!!!

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    Quote Originally Posted by thazsar View Post
    Maybe they need to bring in some PC techs to figure out how to remove it!!!
    I dont think pc has that great techs

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    Quote Originally Posted by thazsar View Post
    Maybe they need to bring in some PC techs to figure out how to remove it!!!
    +1

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    So the poor schmucks who pay for AppleCare will be told do it yourself when they actually need help.

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    Green Apple
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    Yeah and Microsoft helps you remove viruses? Stupid Winblows fanboys.

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    Quote Originally Posted by jbardi View Post
    Yeah and Microsoft helps you remove viruses? Stupid Winblows fanboys.
    Yes they do if you're using Microsoft Security Essentials or Windows Defender.

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    My iPhone is a Part of Me coolguy742's Avatar
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    Quote Originally Posted by Delerowen View Post
    That's kinda douchey for Apple to do.
    +1


    Sent from my iPod touch using ModMyi

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    So they're gonna direct customers to the Apple Online Store when the customer is already in an Apple RETAIL Store and the rep could easily look up the information FOR the customer and present them their various options right in front of them???

    What the hell happened to customer service?

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    Quote Originally Posted by RICO_ View Post
    So they're gonna direct customers to the Apple Online Store when the customer is already in an Apple RETAIL Store and the rep could easily look up the information FOR the customer and present them their various options right in front of them???
    What the hell happened to customer service?
    You might want to read the post a little more closely before commenting. Why would they ask them not to refer to retail store if they were in a retail store? It sounds like they are covering retail and phone support to me....

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    Quote Originally Posted by vampr View Post
    You might want to read the post a little more closely before commenting. Why would they ask them not to refer to retail store if they were in a retail store? It sounds like they are covering retail and phone support to me....
    I think YOU need to read the post a little more closely.

    It clearly says "if a customer afflicted by MACDefender SHOWS UP or phones in....."

    ........implying that if the customer shows up to the retail store with the problem then they are to be given the mentioned talking point. If they phone in, they are to be given the talking point AND not to be referred to the store.

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    head in the sand much

    Appl£ sort it out, your a real disappointment when it comes to customer support

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    What's Jailbreak? thazsar's Avatar
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    Quote Originally Posted by jbardi View Post
    Yeah and Microsoft helps you remove viruses? Stupid Winblows fanboys.
    It was a joke! No need for name calling....
    And BTW, I use Mac!

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    Coming from a technical background and currently in the process of learning to run a business, I would have to guess that Apple may not really know how to fully remove this thing. . . maybe it is being researched and they'll get it figured out and release some kind of update. It would be nice for those out there who are not very computer literate to get some assistance from them if they did know how to remove it though.

    As far as not helping to remove it, it's not their application, obviously. Think about it. How many files are installed when you install an application? No one but the developer really knows for sure. That's why "third party" support is left up to the third party in these cases. No one can possibly learn to support every piece of software ever made for a Mac, or any mainstream computer for that matter. Got a problem with Microsoft Office for Mac? Who should you talk to. Microsoft. If you had a technical issue with an iPhone you just bought from Wal-Mart are you going to call Wal-Mart for support? No, you call Apple. Same thing.

    Just my two cents.

    P.S. I know, TL;DR

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    Default Removal App from Simply Mac
    I know a lot of people have been talking about this malware and I've personally seen it a lot. I work at an Apple Specialist store called Simply Mac in Utah. We had so many people coming in with this issue that we wrote an app that we call "Simply Mac Defender." You can find it here and download it for free.

    I hope this helps.

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