Few days’ back we informed that there is a new malware for mac is floating on web with name of “Mac Defender” which can damage your data, after reading about this or got infected by the malware people start hitting the Apple Support Forum, for the help but they didn’t get any reply from the staff on it. But todays leak clear the all scene of it, according to the leak of “AppleCare” document of this week; it seems that Apple advising to its staff to not help or not to get involved with matter of removing malware.
AppleCare does not provide support for removal of the malware. You should not confirm or deny whether the customer’s Mac is infected or not.
Explain that Apple does not make recommendations for specific software to assist in removing malware. The customer can be directed to the Apple Online Store and the Mac App Store for antivirus software options.
Well, Apple’s Macintosh Computers hold strong reputation in market regarding the security of their developed Mac OS X, and in the situation on which you get infected by the malware, people expects help from Apple in removal of malicious malware from their machine. Unfortunately this time AppleCare team not going to do anything for you, even they not confirming you that you are infected or not.