Customer Service: not!
May 24th 2011 21:19
The first Mac-specific malware/virus threat, Mac Defender, turned up just a couple of weeks ago, causing havoc for a number of Mac users.
But it's now reported that Apple's call centre tech support have been told not to help remove Mac Defender because they are "not supposed to help customers remove malware from their computer".
That's customer service for you. Or maybe it should have another name...
Seemingly in the agreement Mac users have with AppleCare, it states that customer service isn't supposed to help with malware. Fortunately, a number of the customer service people have actually helped. Good on them!
Which is just as well, as even though Apple doesn't think the threat is anything to write home about, the number of people falling for the malware is increasing. This may be because the malware appears to be professionally made (unlike those malwares that can't spell English properly and don't seem to understand grammar), and because Mac users have thought they were immune to malware.
Well, maybe that used to be the case...
But it's now reported that Apple's call centre tech support have been told not to help remove Mac Defender because they are "not supposed to help customers remove malware from their computer".
That's customer service for you. Or maybe it should have another name...
Seemingly in the agreement Mac users have with AppleCare, it states that customer service isn't supposed to help with malware. Fortunately, a number of the customer service people have actually helped. Good on them!
Which is just as well, as even though Apple doesn't think the threat is anything to write home about, the number of people falling for the malware is increasing. This may be because the malware appears to be professionally made (unlike those malwares that can't spell English properly and don't seem to understand grammar), and because Mac users have thought they were immune to malware.
Well, maybe that used to be the case...
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