Apple: Do Not Confirm/Deny or Remove Malware

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I want to say that I find it "hard to believe" that crap like this is actual Apple policy...but I'd be lying. The sad part is, Apple fans get mad at ME for posting news like this. Thanks to ViRtUaLheretic for the link.
 
I don't know, I don't buy prebuilt computers, but do Dell and others have similar policies? I don't know if it is a "Macs don't get malware" thing or a more practical, don't clog up the call center trying to fix dumbasses who downloaded trojans thing.
 
a worm inside an Apple?? hmmm. just throw it away its rotten. their customers dont care they would still line up in front of the apple store for whatever new thing they release. no amount of bad publicity could ever break that cult.
 
Hate to say it Steve but it's probably Microsoft policy as well not to support mal-ware related events on standard support calls. :( The caveat to that is that Microsoft finally released Security Essentials so at least they started acknowledging the problem firsthand.
 
How is malware Apple's responsibility? It's the user's fault that they entered their password when asked if they REALLY want to run the installer.
 
You see, the thing is we all know Apple is completely impervious to any malware. That is a long held known fact. :D
 
Dell's cure for software problems(corruption or malware/viruses) is to wipe and reinstall or restore to factory image. They definitely will not help you remove crap like that over the phone.

Pretty sure HP does the same as Dell.

So yeah, all the OEMs pretty much follow that policy as far as I know. It keeps them from getting sued by some jerk in case the customer ends up losing data due to the infection or corruption.
 
While I am sure other companies will just refer you to a 3rd party, the fact it says "Do not confirm or deny any such software was installed." Basically means Apple does not care, at least with other companies they will try to lead you a solution, but also inform you that is all the support they can provide. Apple just flat out ignores it and does not help. I think they, Apple, are still covering their eyes & ears hoping the question of can my Mac get malware will go away.
 
What would they WANT you to do? Do not refer the issue to support? What if you didn't intentionally install the malware and it somehow ended up on your system? Then it's not their fault? WTF?
 
theDreamer said:
While I am sure other companies will just refer you to a 3rd party, the fact it says "Do not confirm or deny any such software was installed." Basically means Apple does not care, at least with other companies they will try to lead you a solution, but also inform you that is all the support they can provide. Apple just flat out ignores it and does not help. I think they, Apple, are still covering their eyes & ears hoping the question of can my Mac get malware will go away.
Click to expand...

refuse to confirm or deny is truly the point. Unless they are trying save their butts if someone does have a virus and they deny, or if they confirm and the consumer seeks 3rd party (paid) help and they didnt actually have anything.
 
I do not know ANY company other than Apple where "do not confirm or deny any such software has been installed" is a policy. This wouldn't be a news item if it was standard, industry-wide policy. :rolleyes:

Not even the Geek Squad would attempt some shit like that.


Could you imagine taking your PC in to be serviced / sending it in:

Customer: My PC might have malware or a virus and I'm worried that crooks are accessing my accounts and passwords.

Dell: We cannot confirm or deny that you have a virus / malware.

Customer: If there is one, can you remove it?

Dell: We cannot confirm or deny that you have a virus / malware. If there was, and I didn't say there was, we can't remove it either.

Customer: So I don't have a virus or malware?

Dell:We cannot confirm or deny that you have a virus / malware.

Customer: Can I see your manager?


Dell: No. I cannot send this any higher.

Customer: Can I take it to the store?

Dell: No.

Customer: Can I...

Dell: Fuck you.
 
Steve said:
I do not know ANY company other than Apple where "do not confirm or deny any such software has been installed" is a policy. This wouldn't be a news item if it was standard, industry-wide policy. :rolleyes:

Not even the Geek Squad would attempt some shit like that.


Could you imagine taking your PC in to be serviced / sending it in:

Customer: My PC might have malware or a virus and I'm worried that crooks are accessing my accounts and passwords.

Dell: We cannot confirm or deny that you have a virus / malware.

Customer: If there is one, can you remove it?

Dell: We cannot confirm or deny that you have a virus / malware. If there was, and I didn't say there was, we can't remove it either.

Customer: So I don't have a virus or malware?

Dell:We cannot confirm or deny that you have a virus / malware.

Customer: Can I see your manager?


Dell: No. I cannot send this any higher.

Customer: Can I take it to the store?

Dell: No.

Customer: Can I...

Dell: Fuck you.
Click to expand...

Bingo.

And if people actually read the article, it says specifically that Dell, HP, Microsoft all offer over the phone support to remove spyware at a nominal fee.
 
bisby said:
refuse to confirm or deny is truly the point. Unless they are trying save their butts if someone does have a virus and they deny, or if they confirm and the consumer seeks 3rd party (paid) help and they didnt actually have anything.
Click to expand...

I can understand the liability if they choose one (confirm or deny) and they are wrong the customer may come back and complain or worse. At the same time Apple makes the hardware, the OS, provides the support. They need to be proactive on new developments like malware or a virus, they cannot continue to ignore it anymore.
 
xrealm20 said:
Bingo.

And if people actually read the article, it says specifically that Dell, HP, Microsoft all offer over the phone support to remove spyware at a nominal fee.
Click to expand...

Dude...seriously rumadbro? And I mean that in the out of your mind "mad" not "angry" mad frame of reference. Reading an article before commenting on it? WTF is wrong with you? ;)
 
Darth Millennial said:
Hate to say it Steve but it's probably Microsoft policy as well not to support mal-ware related events on standard support calls. :( The caveat to that is that Microsoft finally released Security Essentials so at least they started acknowledging the problem firsthand.
Click to expand...

First let me start by saying. I don't like Microsoft either. But for different reasons. But for other reasons. Putting that aside it's obvious you didn't read the article. Please do so.
 
And whoever gave the guy that document just cost the entire support staff at his site their job. They can trace it back to the support site. As some numbering and wording in the document are site specific If they can not trace it back to the specific person than the enter staff will be replaced. Apple support staff are based off customer empathy and not technical knowledge. Apple has a staff in place just to investigate leaks.
 
BladeVenom said:
Needless to say, I'm not surprised at all. Apple is cult, and admitting a problem would be heresy.

Which brings me to another piece of news I saw about Apple today. Apple causes ‘religious’ reaction in brains of fans, say neuroscientists
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Matalim said:
In other news. Apple is ranked #1 in customer satisfaction. Imagine that.

http://www.zdnet.com/blog/btl/apple-dominates-pc-customer-satisfaction-hp-dell-acer-improve/39420

Hates gonna hate :)
Click to expand...

Matalim meet science. Science meet Matalim...:D
 
Matalim said:
In other news. Apple is ranked #1 in customer satisfaction. Imagine that.

http://www.zdnet.com/blog/btl/apple-dominates-pc-customer-satisfaction-hp-dell-acer-improve/39420

Hates gonna hate :)
Click to expand...

When you keeps your customers ignorant and dumbed down, sure you are. It's like living in socialism while keeping people uninformed. Actually what you say and the attitude that Apple is portraying go to prove so. I dare to say that the reason why Apple does it on the first place is to keep customer satisfaction numbers that high. I always had this gut feeling of too good to be true when it came to apple. And that was even before I became an engineer. I think their whole philosophy is based on that principle. As long as it looks good it must be good. Doesn't matter what's running behind.
It's like whipped cream on shit.
 
Enduring_Warrior said:
When you keeps your customers ignorant and dumbed down, sure you are. It's like living in socialism while keeping people uninformed. Actually what you say and the attitude that Apple is portraying go to prove so. I dare to say that the reason why Apple does it on the first place is to keep customer satisfaction numbers that high. I always had this gut feeling of too good to be true when it came to apple. And that was even before I became an engineer. I think their whole philosophy is based on that principle. As long as it looks good it must be good. Doesn't matter what's running behind.
It's like whipped cream on shit.
Click to expand...

i know this is wrong for me to say, but i can never be friends with apple fans, there is something really off about them. they kinda freak me out.
 
I wonder what the real reason is for this wide reaching policy of totally ignoring malware. Maybe Apple wants an excuse to lock OSX the same way it locks iOS? For the children.
 
skinnydaddy said:
Of course they are. Who the hell is going to admit that they payed 3x more for a system with the same power of a low end gateway just for the name. They will continue saying it the best company in the world till the day they die and never admit they made a mistake.
Click to expand...

I guess it's the same feeling when you buy a Lexus and then you find out that it's actually using the same engine as Toyota.
 
I was going to say something... but come to think of it, they didn't say not to advise them that they may need to take it to another place, just denying it... since it's not something they deal with.

At least it didn't list one saying "Apple products are immune to virus, stop bsing" =D
 
Darth Millennial said:
Hate to say it Steve but it's probably Microsoft policy as well not to support mal-ware related events on standard support calls. :( The caveat to that is that Microsoft finally released Security Essentials so at least they started acknowledging the problem firsthand.
Click to expand...

Did you even READ the freaken article?
 
TwistedAegis said:
I don't know, I don't buy prebuilt computers, but do Dell and others have similar policies? I don't know if it is a "Macs don't get malware" thing or a more practical, don't clog up the call center trying to fix dumbasses who downloaded trojans thing.
Click to expand...

Under warranty its for free, after that it costs money. All they take responsability for is to set it back to factory default and will back up certain things for you.

Haven't seen anything under either HP/Dell/Asus/Acer/etc. that tells them to be quiet about malware, more or less the exact opposite. They recommend you get it fixed as soon as possible and no mention of saying/notsaying anything.
 
Darth Millennial said:
Hate to say it Steve but it's probably Microsoft policy as well not to support mal-ware related events on standard support calls. :(
Click to expand...

MS provides free support for exactly that. See http://support.microsoft.com/kb/129972/en-us

From the bottom of that MS KB article:

How to obtain computer virus and security-related support
For United States and Canada
The computer safety team is available for computer virus and for other security-related support 24 hours a day in the United States and in Canada.

To obtain computer virus and security-related support, follow these steps:

1. Before you contact a support engineer, make sure that you run updated antivirus software and updated spyware removal software on the infected computer.

For more information about how to obtain a free computer safety scan, visit the following Microsoft Web site: http://www.microsoft.com/security/scanner/

For more information about antispyware software, visit the following Microsoft Web site: http://www.microsoft.com/protect/computer/spyware/as.mspx

2. Call 1-866-PCSAFETY or call 1-866-727-2338 to contact security support.

For locations outside North America

To obtain computer virus and security-related support for locations outside North America, visit the following Microsoft Web site: http://support.microsoft.com/common/international.aspx?rdpath=4
 
The Ox said:
MS provides free support for exactly that. See http://support.microsoft.com/kb/129972/en-us

From the bottom of that MS KB article:

How to obtain computer virus and security-related support
For United States and Canada
The computer safety team is available for computer virus and for other security-related support 24 hours a day in the United States and in Canada.

To obtain computer virus and security-related support, follow these steps:

1. Before you contact a support engineer, make sure that you run updated antivirus software and updated spyware removal software on the infected computer.

For more information about how to obtain a free computer safety scan, visit the following Microsoft Web site: http://www.microsoft.com/security/scanner/

For more information about antispyware software, visit the following Microsoft Web site: http://www.microsoft.com/protect/computer/spyware/as.mspx

2. Call 1-866-PCSAFETY or call 1-866-727-2338 to contact security support.

For locations outside North America

To obtain computer virus and security-related support for locations outside North America, visit the following Microsoft Web site: http://support.microsoft.com/common/international.aspx?rdpath=4
Click to expand...

Today I learned Microsoft offers free support for viruses. What now Apple?
 
WAYD said:
Did you even READ the freaken article?
Click to expand...

No he obviously didn't, this was like the first criticism on the postings of the original and I LOLed! Ed Bott is one of the most rational and logical IT journalists around. He's the only person worth reading much on Zdnet these days.
 
niconx said:
I wonder what the real reason is for this wide reaching policy of totally ignoring malware. Maybe Apple wants an excuse to lock OSX the same way it locks iOS? For the children.
Click to expand...

Plausible deniability.
Managers can honestly state that they have never seen any malware of virus on a MAC.
 
nutzo said:
Plausible deniability.
Managers can honestly state that they have never seen any malware of virus on a MAC.
Click to expand...

Until for some "mysterious" reason your customer info is being sold online. But yeah, if OS X ever does get hit with a widespread attack you can bet Apple will lock things down as much as it can. Apple HATES to expose it's users to system complexity, the Apple mantra of invulnerability to malware is a HUGE marketing plus for them, one that they would go to extraordinary steps to preserve I believe.
 
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