Apple to support reps: "Do not attempt to remove malware"

A confidential internal Apple document tells the company’s front-line support people how to handle customers who call about malware infections: Don’t confirm or deny that an infection exists, and whatever you do, don’t try to remove it. See for yourself.
The document (shown below) provides specific instructions for support personnel to follow when dealing with a customer who has called AppleCare to request help with this specific attack.