AppleCare reps being told not to help customers who have malware on their Macs

According to an interview with an AppleCare representative, Apple has told reps not to help customers that call in complaining of malware being installed on their computers. Specifically, Apple has told reps to not help customers who have the well-known MacDefender malware  app installed on their computer.

The company points to its Terms of Service for AppleCare, which clearly state that reps cannot help with the removal of malware from computers. However, the rep interviewed here says that he, and many others who answer the phones at AppleCare still assist customers with the removal of malware because they feel bad for people.

AppleCare Rep: Well, I'm sure you're aware of what Mac Defender pops up on your screen if you don't buy it. Last call i got before the weekend was a mother screaming at her kids to get out of the room because she didn't want them seeing the images. So, panicking, yes, I'd say that would be the situation usually. I had a teacher call about Mac Defender last week.

Ed Bott: So you are supposed to tell them that the Terms of Service don't allow you to help them remove it, and they should … what?

AppleCare Rep : Well, in the agreement for AppleCare, it does state we don't help with malware. However, just because we're told we're not to help people get rid of it, most of us do.

Ed Bott: Taking a little risk there? i assume your calls are randomly monitored and you could get a warning if someone decides to be a hardass.

AppleCare Rep: Indeed we are monitored, but I can't personally justify telling a father who's freaking out about what his 6-year-old daughter just saw that I can't help him out. Our on-floor managers and QA guys do their best to let it slide, but if they start getting pushed from higher-ups, we could face write-ups and even termination.

Apple is telling customers who call into AppleCare that their best option is to install an antivirus on their Mac, many of which are free for personal use.

According to the rep, AppleCare is seeing four to five times the normal volume of calls over the past few weeks since the MacDefender malware app began hitting computers.

[IMAGE CREDIT]