He has a money back guarantee - we've always been very pleased and have never used it but others on these boards say that they've received their refund without any hassles.
We love the information and used TGM on our Summer 2005 trip, which was with a big crowd (about 35) who, other than us, had never been to WDW before. We never waited more than 20 minutes for anything.
When it says "automated", it doesn't mean that it creates a touring plan for you - it means that it provides all of the information you need to develope a really good touring plan for yourself. If you want custom touring plans done for you, we used a company on our 2006 trip called Build A Better Mouse Trip (
www.buildabettermousetrip.com) and they did a very good job - we were very pleased with the service - they even made our dining reservations and compiled the times, reservation numbers etc. into our touring plans.
The main thing with Tour Guide Mike is to go all the way through the express planner once before you start clicking on any links. People see things that interest and then they click another link, and another and then they are confused. But get a good overview first, then go back and click away to your heart's content.
Also, join the club for the month of your trip - you'll get information about special events, ride closures, etc.
Finally, the forums there are very nice and very helpful so don't hesitate to ask for help if you are having trouble with the site.