Linked by Thom Holwerda on Fri 20th May 2011 20:37 UTC
Apple I have personally tried to pretty much let the whole MAC Defender trojan thing pass by, since we're not a security website. However, we have an interesting turn of events this week. An article over at Ars Technica quotes several anonymous Apple Store employees as saying that the infection rate of Macs brought into the Apple store has gone up considerably. More interestingly though, Apple's official policy states that Apple Store employees are not allowed to talk about infections to anyone - they're not even allowed to inform Mac owners if they find the infection without the customer's knowledge. Another interesting tidbit: Apple mandates the use of Norton Antivirus on company Macs, according to one Apple Store genius.
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RE[2]: ???
by kaiwai on Sat 21st May 2011 03:11 UTC in reply to "RE: ???"
kaiwai
Member since:
2005-07-06

It makes perfect sense to a company fastidious about its public image.


It has nothing to do with image and everything to do with have a single company wide policy and training for people who are the public face of Apple. I worked at an ISP and we were told the operating systems, browsers and mail applications that we supported - we were told in no uncertain terms that we aren't to provide support for anything else even if we knew how to.

I wouldn't be surprised if this was the same situation at Apple where they don't want some 'know it all' employee claiming to be able to fix something, the computer gets sent off home with the customer thinking that it has been fixed only to find that the Apple employee hadn't completely fixed it. 6 months later Apple being sued by said Joe or Jane Sixpack for several million (as what always happens in the US - the law suit capital of the world) because some trojan was sitting in the background collecting credit card information.

I find it funny the number of people here who have never worked for customer service sector getting up bloviating crap about stuff they have no idea about. 99% of problems I've found in the variety of industries I've worked in all comes down to the end user doing something wrong. I worked in the supermarket and we'd get people complain that the ice cream they left in the car on a hot day melted, people who purchase a pizza and take 40 minutes to drive home only to find that their pizza is cold, or they buy a pirated copy of Windows XP as they travel through Indonesia then they ring up the ISP complaining that their computer is unreliable. I've seen it all before so I suggest some of the arm chair experts here get off their backside and work on a 'hell desk' for several years or some other customer service role.

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