Sounds like a liability issue. Since the computer is not in the rep's possession, and because 95% of the time tech support customers have no frickin' clue what they're talking about, it would make sense to not give a definite answer over the phone on what the status of their machine may be. This is the task of anti-virus/malware detection software like ClamXAV, iAntivirus, Norton, etc.
If you're implying that Apple is suggesting that their machines can't get malware'd, I invite you to look at the contradictions:
Apple - Why You
Originally Posted by Apple.com






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