Security Corner

May 25 2011   1:28AM GMT

Apple Refuses to Help Victims of Mac Defender



Posted by: Ken Harthun
Tags:
Apple
FakeAV
Mac
OS X
Security
Mac Attack

Mac Attack

So, you’re a Mac user and you get hit by the Mac Defender fake virus warning. You call Apple’s tech support line, right? Well, you’ll get no help from them. According to a leaked Apple memo, here are the instructions to support personnel:

You cannot show the customer how to force quit Safari on a Mac Defender call.
You cannot show the customer how to remove from the Login items.
You cannot show the customer how to stop the process of Mac Defender in their Activity Monitor.
You cannot refer the customer to ANY forums or discussions [sic] boards for resolution (this includes the Apple.com forums)

In other words, you cannot do anything to help the customer. What the hell are they thinking? This is the wrong response. For Heaven’s sake, at least send them in the the right direction. Microsoft does.

Record numbers of OS X users are falling victim to this scam because Apple has created a false sense of security through their marketing and advertising suggesting Apple users are immune to security threats. The users believe this fake notice is real because of this false data, so they take action thinking that Apple really must be protecting them.

Perhaps this means that Mac has finally entered the mainstream. They are now a viable target for hackers, scammers and other cyber-criminals. And why not? One could argue that Mac owners have more money than PC owners as a rule. Why not go for those bigger bank accounts?

The bottom line is that Apple’s refusal to help its customers is going to give the company a major black eye. I wouldn’t be surprised to find people jumping off the Apple bandwagon, selling their Macs and getting PCs.

Stranger things have happened.

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