Making a Difference with Customer Care At eMachines, Customer Care is the top priority – we are committed to offering PC buyers high-quality systems at industry-leading prices backed with premier Customer Care. Direct customer feedback was incorporated to develop many of the features in eMachines new “consumer-friendly” PC including a sophisticated new look and added convenience features such as a front panel slide-up door with USB ports for digital cameras or other devices. The new PCs have the serial number and technical support contact information printed on the case for easy retrieval when calling for service. “Smart Stand-by” low-power mode, allows users to leave the system on during periodic use, instead of shutting down and rebooting several times a day. As an additional layer of customer support, eMachines has added software program, “BigFix,” which acts as a proactive tech support system to ensure up-to-date maintenance and continued high performance of the PC..

eMachines Exceptional Customer Service  One of the top rated vendors in PC World’s customer satisfaction survey - Dec ’02  Easy to contact - Trained technicians answer the phone within 1 minute to solve your problem quickly  According to Care Call, an independent research firm:  92% of eMachines customers felt the overall tech support experience was Outstanding  88% of customers said they would consider purchasing another eMachines product  88% of customers would recommend eMachines products to their family and friends  92% of customers rated our tech support service better than other companies  94% of technical support issues are resolved within the first call

eMachines Customer Care program offers one-year free parts and labor with several service options, including: End-User Replaceable Parts Program – Provides customers with replacement parts and complete instructions for easy installation Depot Repair – Allows customers to send a PC to an eMachines’ repair facility to be restored to working order and delivered back within five days. eMachines pays for round trip freight and supply the necessary packaging, if needed. The consumer then ships the unit to eMachines’ repair facility Authorized Service Centers – A nationwide network of Authorized Service Centers provides convenient access to expert repair services. eMachines customer care representatives offer technical support via phone, , and Spanish-speaking support capabilities. Future support programs planned include expanded online, language support options, and in-home service eMachines Customer Care Service Options