AppleCare reps told not to attempt malware removal – Geek.com
Long protected by the non-practice of security by obscurity, Apple users recently joined the unfortunate, unwary legions targeted by fakeAV malware. As cybercriminals had previously discovered on Windows, it’s far easier to trick users into installing a malicious application than wasting precious effort coding a more complex virus or worm.
While some pundits scoffed at the latest round of “Mac malware is finally here” blog posts, the Mac Defender rogue and its variants have become very serious very quickly. Ed Bott recently spoke with an anonymous AppleCare support rep who told him what started as a few calls intermingled with the usual case load has swelled — now accounting for about 50% of all calls.
So what are support reps instructed to do? Very little, as it turns out. An internal memo dictates that AppleCare does not confirm or deny the presence of malware on a user’s system. Reps are also not to escalate malware-related calls to second level support or refer users to Apple Retail Stores, and it’s made abundantly clear that no attempt to remove the malware be made. That makes sense, of course — why offer to remove something which you can neither confirm or deny is even present on a user’s computer?
If a customer has had the presence of mind to call in before actually installing one of the rogue applications or providing his or her admin password, AppleCare can advise that the installation be aborted. Apart from that, the only other advice which can be given is to check for and install updates and browse the Mac App Store or Apple Online Store for available antivirus options.
As a technician, I understand Apple’s position here. It’s often hard to determine what exactly a user might be reporting, and declaring a malware infection without being totally certain is a bit like shouting fire in a theater. Apple doesn’t want to needlessly panic users, after all. And I certainly agree with their decision to not attempt removals. Malware cleanup can be a very involved process and should be left to skilled technicians who can see the job through to the bitter end.
It does, however, seem as though it’s time for Apple to actually recommend that its users install an antivirus program proactively. Simply tossing one on a system after the fact doesn’t always have the desired effect, and as Mac malware evolves and becomes more sophisticated users will need that extra layer of defense.
If you own a Mac and aren’t currently running an antivirus program, you might at least want to check out the one offered by Sophos. It’s light on resources and totally free, and it’s a good way to keep your Mac shiny and malware-free.
More at ZD Net
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