Linked by Thom Holwerda on Wed 25th May 2011 17:02 UTC, submitted by kaiwai
Mac OS X Well, it took them long enough. Apple has finally acknowledged the existence of the MAC Defender trojan, and has offered removal instructions. The company has also promised a security update to Mac OS X that will block MAC Defender and its variants from working. All this information was published in the form of a support document on Apple's website. Update: Well, that was fast. A new variant of the trojan, called Mac Guard, has been discovered. Unlike previous variants, this one does not require users to enter their administrative password.
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RE[7]: Finally
by pantheraleo on Thu 26th May 2011 15:25 UTC in reply to "RE[6]: Finally"
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If you're not happy with Apple's service, I would suggest you either stop buying their products

We already have. We no longer allow Macs in our company at all.

Apple is a special case. It really is. And this incident and the leaked internal documents only prove it. Apple is more concerned about having their lawyers tell their support reps exactly what to say, what not to say, what they can help customers with, what they cannot, etc., then then they are about actually solving the customer's problem.

Here's an idea for Apple that would go a long way towards improving their support experience. Instead of immediately denying there is problem, they could try something like "We are aware there might be an issue and have received reports of it. We are looking into it and trying to gather more information about it before we recommend a solution."

I'd much rather deal with a company that tells me the truth, even if the truth is "we don't know right now" than deal with a company that flat out lies to me and claims there is no problem, when in fact, they know damn well that there is a problem.

The problem is that the lawyers have to much control at Apple.

Edited 2011-05-26 15:27 UTC

Reply Parent Score: 2