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[ZDnet] Apple to support reps "Do not attempt to remove the malware" - Page 6

post #51 of 143
Save what you can save if possible and zero out the HDD. Reinstall OS. Done and Move on.
No need to call support.
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post #52 of 143
Quote:
Originally Posted by WorldExclusive View Post
Save what you can save if possible and zero out the HDD. Reinstall OS. Done and Move on.
No need to call support.
If the average Mac user were savvy, they would never have purchased the Mac in the first place.
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post #53 of 143
Quote:
Originally Posted by tha d0ctor View Post
It might not be the responsibility of Apple to remove viruses but you see Microsoft out there with their Security essentials atleast acknowledging security threats exist and creating tools to counter act them.
Apple does not need to explicitly state that there are no viruses on Macs, but it is extremely important from a marketing perspective to keep the perception of "safety" amongst its customer (and potential customer) base. To erode its customers' sense of protection under the Apple brand would do Apple no good, so it's better not to make a big fuss about malware.

Microsoft doesn't need to acknowledge the problem. Nobody feels "safe" using Windows. However, being seen as a proactive company in the fight against malware does benefit Microsoft, whereas it would be a detriment to Apple.

Quote:
Originally Posted by tha d0ctor View Post
Nothing will be perfect but with Apple right now it looks like their customers are getting the run around from their customer service.
Try dealing with Microsoft's customer service. They send you to technical support, who tell you to speak with customer service.
    
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post #54 of 143
Quote:
Originally Posted by Osiris[405] View Post
If the average Mac user were savvy, they would never have purchased the Mac in the first place.
I disagree. I know a number of people who are technically savvy who just prefer Macs. I didn't know that personal preferences were related to technical knowledge.
    
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post #55 of 143
I find it hilarious that people supporting apple respond by saying that dell and microsoft doesn't help you remove viruses if they get them. True, BUT MICROSOFT DOESN'T CLAIM TO GET NO VIRUSES. If you claim not to have viruses and then you start getting them, don't leave your customers hanging by having a policy to basically screw them and not admit to them even having a virus. If a company makes a claim, they should stick by it regardless. not apple hate, just the cold hard truth on their underhanded policies and now fraudulent claims of having no viruses.
post #56 of 143
I for one welcome our new Apple overlords.
post #57 of 143
Quote:
Originally Posted by randomizer View Post
I disagree. I know a number of people who are technically savvy who just prefer Macs. I didn't know that personal preferences were related to technical knowledge.
^^^This. I like OS X and the design of their hardware, I'm pretty tech savvy, and enjoy how well things work for OS X.

Also, when your go to move for solving virus or malware issues is simply "reformat" I don't think that can be considered "tech-savvy".

I'm sure Apple is currently working on finding the source and creating a system update that easily (automatically) removes the malware and provides some protection from it in the first place. And no, it won't cost $300; Apple is great at supporting their products.

As far as the cost of the OS if you don't have a disc to reformat, Snow Leopard costs $30... and there's one disc and one version... not Snow Leopard Home, Pro, Ultimate Edition Pwnsauce!! with stupid little differences between the versions.

And yes, the malware needed administrator privileges to install, like virtually everything on OS X does; it's has a popup that you have to enter you password to install, but it still seems less obtrusive than Windows UAC.

Yes, the users probably blindly entered their password without stopping to think about what it was. No, it's not because your average Mac users aren't "tech savvy"; it's because EVERY AVERAGE USER (yes, on PC as well) isn't "tech savvy" or smart about using their computer. Now why would there possibly be more or these "non-tech savvy" users on Mac? Because OS X just works well with their iPhone/ iPod (which I'm sure many of you own) and other things they use.

ALSO, no system, OS, network, corporation, government, human is perfect. And Mac/ PC, AMD/ Intel, AMD/ Nvidia, etcetera etcetera ad nauseum is USER PREFERENCE and will ALWAYS BE USER PREFERNCE... Some of you are guys, some are girls, some are guys wanting to be girls and vice versa, some are straight, some are bi, some are gay and you know what... that doesn't matter either because IT'S USER PREFERENCE!!!!

/rant

Edit: TL;DR.... USER PREFERENCE!!!!
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post #58 of 143
Quote:
Originally Posted by Maelthras View Post
True, BUT MICROSOFT DOESN'T CLAIM TO GET NO VIRUSES.
Neither does Apple.
    
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post #59 of 143
Quote:
Originally Posted by pbpenguins412 View Post
For all you haters - when a PC catches a virus, companies like HP/Dell/Sony/Lenovo won't help you remove it. That's considered end-user support, and that's why companies like Best Buy have created the geek squad.

I work in end-user support and this virus, while annoying, is far less common than the Vundo trojan or the Olmarik trojan on the computers I see almost every day. Plus, worst comes to worst, we have a license from Apple that allows to image over a fresh copy of the OS X without having to worry about driver conflicts or missing files - it literally does JUST WORK.

/flameshield up
You mean quack squad.
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post #60 of 143
I'm going to say all of this in one go and skidaddle before this gets locked.

Malware != Virus

Apple, like HP/Sony/Dell/Etc... does not cover uninstallation support of third party programs, legit or otherwise and does not want to give the impression it ever will. Think about it, if they just told people how to remove it over the phone, that becomes the assumption of service henceforth. If they give them information on what malware is and how to protect themselves in the future it prevents further problems and keeps the aforementioned assumption at bay.

People are stupid.

That is all. rolleyes.gif

Edit: Archive + install = free even at the Genius Bar, not that this needs to be removed in such a manner unless the user is completely without hope. Not to mention Macs have a built in backup program so...
1. Reinstall the OS with the disks that came with the computer OR take it to an Apple store and have them image the drive.
2. Restore from a backup before you installed the malware.
3. Calm the eff down.
4. Profit.
Edited by Ruei - 5/20/11 at 12:35am
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