Being an Apple user since the days of the Mac Plus, I think this is a highly unusual and strange move by Apple. Seems to me this problem of malware is a bit more serious than Apple is letting on.

Apple's battle against the fast-spreading "MacDefender" Trojan just took a very interesting turn.

According to a May 16 internal memo,  Apple is instructing its AppleCare support representatives to essentially avoid the entire issue of MacDefender, a Trojan that has plagued Mac users for nearly three weeks by posing as legitimate antivirus software and urging users to download it.

via Apple to support staff: Don't discuss Mac malware - Technology & science - Security - msnbc.com.