Author Topic: Apple Barred From Assisting Customers With Malware?  (Read 4738 times)

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Offline fauxpaxfauxreal

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #15 on: May 24, 2011, 01:06:24 PM »
every internet browser should come with a message - do not download and install something unsolicited

The problem with this piece of malware that people are soliciting it, I think.  I think it masks itself ironically as a piece of software designed to protect macs from viruses and malware.

Offline slslbs

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #16 on: May 24, 2011, 01:10:49 PM »
I think people are downloading it from an unsolicited ad - I've gotten a message about this or something like it on my mac.
it says something like "protect your mac - you have malware. click here to download"

I personally don't think people are actually seeking it out, they're just believing the message.

"toss away stuff you don't need in the end
but keep what's important, and know who's your friend"
"It's a 106 miles to Chicago. We got a full tank of gas, half a pack of cigarettes, it's dark and we're wearing sunglasses."

Online mattstick

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #17 on: May 24, 2011, 01:11:40 PM »

That would be like calling Dell because your MS Office had a problem.  There are other outlets for MacOS support, namely the Genius Bar.

When you need to uninstall malware for a PC, you do call dell.  Microsoft won't help you.

I'm not sure where you are going with this...

The point is, there is support for this problem, it's just not AppleCare.  So this is all much ado about nothing, isn't it?

Malware disguised as Virus protection is nothing new either.

Offline fauxpaxfauxreal

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #18 on: May 24, 2011, 01:17:29 PM »

That would be like calling Dell because your MS Office had a problem.  There are other outlets for MacOS support, namely the Genius Bar.

When you need to uninstall malware for a PC, you do call dell.  Microsoft won't help you.

I'm not sure where you are going with this...

The point is, there is support for this problem, it's just not AppleCare.  So this is all much ado about nothing, isn't it?

Malware disguised as Virus protection is nothing new either.

Then why aren't they advising applecare to direct the customers to the Genius Bar?  Something about what you are saying isn't adding up.

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #19 on: May 24, 2011, 01:24:48 PM »

Quote
Essentially, users who have not yet installed the malware are instructed to quit the installer and delete the download, while those who have installed the software should be directed to Apple resources to learn more about malware and left to find their own antivirus solution
.

At the very least they have been directed to on-line resources.  The customer service precedent of responding to every single piece of Malware is a dangerous one. Within one or two clicks of the keywords "Apple Help" you can learn about the Genius Bar. End-users have to take some responsibility for what they install.

I'd rather have Apple Care associates free to answer any actual Apple problems, not problems caused by 3rd parties.


Offline thatfargone

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #20 on: May 24, 2011, 03:14:05 PM »
slslbs... What site were you visiting? I have never seen or heard of anything like this with safari. I have never seen a pop up or any flash adware showing up on any sites. Ever.

I assume people find this on malicious sites or from browsing porn after safari already warned of it being a bad site.

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Offline slslbs

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #21 on: May 24, 2011, 03:37:43 PM »
I was on chrome visiting one of the sites I usually visit.
 typically here, HTW, the boston globe - don't remember exactly. I don't get pop - ups but sometime when I minimize a window there is what I call a "pop under" (pop - up blocker is on all browsers)
I stay away from "marginal sites".

I thought that I already had malware on my mac and it directed me there - even posted about it here
http://week4paug.net/index.php?topic=12300.165
"toss away stuff you don't need in the end
but keep what's important, and know who's your friend"
"It's a 106 miles to Chicago. We got a full tank of gas, half a pack of cigarettes, it's dark and we're wearing sunglasses."

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #22 on: May 24, 2011, 03:56:09 PM »

I stay away from "marginal sites".


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Offline slslbs

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #23 on: May 24, 2011, 04:04:27 PM »
got me again
"toss away stuff you don't need in the end
but keep what's important, and know who's your friend"
"It's a 106 miles to Chicago. We got a full tank of gas, half a pack of cigarettes, it's dark and we're wearing sunglasses."

Offline thatfargone

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #24 on: May 24, 2011, 04:38:19 PM »
I was on chrome visiting one of the sites I usually visit.
 typically here, HTW, the boston globe - don't remember exactly. I don't get pop - ups but sometime when I minimize a window there is what I call a "pop under" (pop - up blocker is on all browsers)
I stay away from "marginal sites".

I thought that I already had malware on my mac and it directed me there - even posted about it here
http://week4paug.net/index.php?topic=12300.165

Hm. I only use safari and NEVER have anything pop up.  Any reason you use chrome...sounds like the problem to me.

Don't FUCK with the dead. Bobby will kick your ass. You remember this, thatfargone. Dead is SER BIZ.

Offline slslbs

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #25 on: May 24, 2011, 04:42:36 PM »
I like chrome better (it's faster imo), but now that you mention it I'll use Safari for a while to see if it happens.
"toss away stuff you don't need in the end
but keep what's important, and know who's your friend"
"It's a 106 miles to Chicago. We got a full tank of gas, half a pack of cigarettes, it's dark and we're wearing sunglasses."

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #26 on: May 24, 2011, 04:52:22 PM »

I use Chrome with no real problems.  Safari is quite bulky.

Offline thatfargone

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #27 on: May 24, 2011, 04:58:40 PM »

I use Chrome with no real problems.  Safari is quite bulky.

You ever see mac defender pop ups, offers?

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #28 on: May 24, 2011, 05:36:31 PM »
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Offline ytowndan

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Re: Apple Barred From Assisting Customers With Malware?
« Reply #29 on: May 24, 2011, 06:08:04 PM »
I'm not too familiar with Macs, so I have a question for any Mac user. 

If someone wants virus/malware protection on their Mac, is there an official source that they can get it from (like a program/app repository under the system menu, or even an official Apple website)? 

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