Saturday, May 21, 2011

Applecare employees instructed to ignore malware infected Mac users

There is a good chance that when you take your malware infected Mac to AppleCare, all you might get is a shrug and a “can’t do”. That’s because the employees are specifically instructed to not help customers suffering from Mac’s increasingly epidemic issue with the ‘Mac Defender’ malware trojan.

In an internal memo leaked to ZDNet, the AppleCare representatives are told to “not confirm or deny that any such software has been installed” and to not escalate the issue to the Tier 2 support or any Apple Retail Store.

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