I'm not aware of any packaging problems these days. We have improved it significantly, but I don't know the exact state / quality of it at this moment.
We have a reseller (and production site) in america these days. This should improve the support time / shipping time / cost.
There is no official upgrade to get dual extrusion working.
On the final part; If you have a lot of experience with building printers yourself, you might be better served with an UMO+. They tend to need more tweaking but my personal experience is that it's easier to tweak the UMO+ compared to the UM2 (although some people swear by the UM2, so it could also be a personal preference thing)
I don't know about support in America but I had one shipped to New Zealand a few months back and it was packed well and arrived with no issues.
Dual Extrusion is commented at the end of this article: https://www.ultimaker.com/blogs/news/2014/09/20/introducing-ultimaker-original-and-a-heated-bed-upgrade-kit
More info: http://cdn.makezine.com/make/magazine/V42-preview.pdf
It's a awesome printer and although some people experience slow responses from support sometimes. The community on this forum makes up for it with a lot of experienced users providing an extensive amount of information and help where needed.
most problems can be resolved here without the need to contact support and there are a few people from Ultimaker reading posts on the forum that provide help also.
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