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.
Thread beginning with comment 474029
To view parent comment, click here.
To read all comments associated with this story, please click here.
RE: ???
by Kroc on Fri 20th May 2011 21:04 UTC in reply to "???"
Kroc
Member since:
2005-11-10

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

Reply Parent Score: 5

RE[2]: ???
by ecpeachy on Fri 20th May 2011 21:13 in reply to "RE: ???"
ecpeachy Member since:
2010-06-07

yea but that very policy is bad for their public image, besides, uneducated users are the root of this kind of malware spread in the first place.

Reply Parent Score: 1

RE[3]: ???
by Kroc on Fri 20th May 2011 21:25 in reply to "RE[2]: ???"
Kroc Member since:
2005-11-10

Right, so they should advise _everybody_ to run Norton just because some people download an install a shady app? We’re not talking about viruses here, we’re talking about user responsibility. No software can protect against users making poor judgements, and even when it tries they can often ignore it. I’ve seen people switch the AV off because it was preventing them from downloading something.

Apple’s policy here might be akin to sticking its head in the sand, but it’s still saner than stating that all Mac users should buy Norton.

Reply Parent Score: 1

RE[2]: ???
by kaiwai on Sat 21st May 2011 03:11 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.

Reply Parent Score: 5

RE[3]: ???
by darknexus on Sat 21st May 2011 03:28 in reply to "RE[2]: ???"
darknexus Member since:
2008-07-15

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.


And yet, the way it is now, that trojan will *still* be sitting in the background collecting credit card information. There's a difference between providing product support for something you aren't supposed to, and blatantly leaving an issue unsolved *without* even notifying the customer that there's a possible problem there. You claim to have worked in customer service and, maybe things are different in NZ than they are here in the US (in fact I'm sure they are) but, let me tell you, if someone were to take their product to me and something like this results, I'd get sued anyway. I've worked in cs too (though I don't anymore) and There's only one real way to prevent getting sued in this situation, and that is to put the decision in the hands of the customer. You tell them clearly what the issue is, in easy-to-understand terms, and you let them decide if they want you to fix it or not. Either extreme (ignoring it or fixing it without asking) is a fast track to the court room, and I'm not just talking about technical support and service. Apple are not obligated to provide support for Mac Defender and its offspring, but they *are* obligated to provide support for OS X especially if you've paid for Apple Care. There is, after this trojan has its way, an issue with your OS X installation. They should at least have the decency to grow up and admit the problem. Then again, this is Apple we're talking about.
This is not going to prevent them from getting sued, especially now that it's out there. What this will do is drop the confidence level of Apple's tech support ever so slightly. Give it a few months, and we'll be seeing customers calling Apple and demanding an answer as to why their machine is still acting up after Apple's "geniuses" got through with it.
And as for the rest, tone down the vitriol a little. It doesn't help you make your points.

Reply Parent Score: 7