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[5]: Finally
by pantheraleo on Thu 26th May 2011 15:06 UTC in reply to "RE[4]: Finally"
Member since:

My point is everyone has different experiences; nothing is a universal truth. Posting on the Internet "oh yeah? Well I had a crappy experience, so you're wrong!!" is dumb.

The instructions that AppleCare reps were given regarding the malware problem is more evidence that AppleCare leaves a lot to be desired. And of course, then there was this gem that I got when I called AppleCare about my early MacBook pro running too hot:

AppleCare: The MacBook Pros do not run too hot and are within tolerances. It is normal for them to run hot.

Me: It's so hot that I can't even use it on my lap. The bottom gets uncomfortably hot. I should be able to use a laptop on my lap. If I can't that means the system is running to hot.

AppleCare: We aren't selling them as laptops. We are selling them as notebooks.

Yes, that is honestly what they told me.

Edited 2011-05-26 15:08 UTC

Reply Parent Score: 2

RE[6]: Finally
by polaris20 on Thu 26th May 2011 15:14 in reply to "RE[5]: Finally"
polaris20 Member since:

Me: This MacBook Pro has difficulty waking from sleep; but it's inconsistent and difficult to reliably reproduce. However sometimes I have to hold the power button down.

AppleCare: Why don't we just go ahead and swap that out for you. Did you do a Time Machine backup? If not, we can walk you through that, as well as restoring from it on the new laptop.

It's not just Apple either; Lenovo does well for us too. But really posting all of the experiences we have online really doesn't prove anything.

If you're not happy with Apple's service, I would suggest you either stop buying their products, or, if you're not responsible for these decisions, petition your superiors to do so.

There's no reason to buy a product you find unreliable, with service that is subpar. There are a lot of great companies out there to buy quality computers from. Apple isn't anything special in that regard.

Edited 2011-05-26 15:16 UTC

Reply Parent Score: 2

RE[7]: Finally
by pantheraleo on Thu 26th May 2011 15:25 in reply to "RE[6]: Finally"
pantheraleo Member since:

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