It occurs to me that Magellan may be a victim of their own success. Much like Dell computer before they became one of the largest manufacturers of cpu's their customer service was outstanding. With the increased sales, and the outsourcing of tech support to India, the Phillipines and some island off the coast of central america inhabitated by natives with no shirts, their customer service now sux. With all of the sales they have had on the new Explorist's and issues with software, they are probably completely overwhelmed.
A better question is: how was their service before the intro? And: let's see how Garmin does after their sales (too late for xmas-really bad marketing there) pick up on the new lines.
BTW, I agree with dinobalz with the time on hold. One and a half hours and no response is unacceptable.