The document (shown below) provides specific instructions for support personnel to follow when dealing with a customer who has called AppleCare to request help with this specific attack. /i/story/60/34/003362/apple-macdefender-investigation-may-2011.png /i/story/60/34/003362/apple-macdefender-investigation-may-16-2011.png There are two different resolution paths, depending on whether the customer says Mac Defender / Mac Security has or has notbeen installed. According to this document, if the caller says he or she has not installed the software, the support rep should “suggest they quit the installer and delete the software immediately.” That is followed by this disclaimer: If the software is already installed, support personnel are instructed to make sure all security updates have been installed using Software Update. They are then to direct the customer to the “What is Malware?” Help document using Finder. The final step is clear: Finally, that is followed by these four bullet points. Apple has not responded to a request for comment on the ongoing Mac Defender attack or this policy.
Do not confirm or deny that any such software has been installed.Do not attempt to remove or uninstall any malware software.Do not send any escalations or contact Tier 2 for support about removing the software, or provide impact data.Do not refer customers to the Apple Retail Store. The ARS does not provide any additional support for malware.
How do Apple’s competitors handle Windows malware infections? Microsoft provides free telephone support for security issues to all customers, regardless of whether the software was purchased at retail or as part of a new PC. Microsoft Support Article 129972 (last updated May 17, 2011) contains these instructions: A page at Microsoft’s Security TechCenter includes similar information for security professionals. To obtain computer virus and security-related support, follow these steps:
For locations outside North America
To obtain computer virus and security-related support for locations outside North America, visit the following Microsoft Web site: http://support.microsoft.com/common/international.aspx?rdpath=4 Dell directs customers to third-party security software partners for removal. It also offers paid malware removal services for $129 (phone) or $229 (in person). The service uses the tag line “No fix. No fee.” HP provides a similar paid service. “Virus and spyware removal” are included in the services offered with the HP PC Tune-up Service. It’s available for a one-time fee of $99 or a monthly subscription fee of $10.
