Edit: It took me so long to write that that you edited your comment before I finished. ;) I think we're in agreement.
It's not really about privacy (which was why when I saw the quote in the article, I giggled, and thought "That reporter's being funny"), it's about the fact that Symantec isn't even in a position to have a comment about it.
If they were super on the ball and forthcoming, they might comment "We make software which is designed to protect users from the overwhelming majority of malware and viruses. There does not exist any solution which can completely guarantee safety from infection, but we have detected and stopped billions of threats."
Don't get me wrong, the AV industry (actually much of the security industry) should be embarrassed by how fundamentally primitive things are; it's a bunch of horseshit.
But they have absolutely nothing to gain by commenting about it, it would be walking into a hornet's nest. So they get to deflect it by saying they won't comment on a customer issue.