I went into this podcast disappointed that they would waste a week that could be used to talk about development and current products in order to spend it talking about customer service rules questions... but it turned out to be ok considering the depth they went into talking about the Monk near the end. They announced that the theme of the PHB3 would be character options which i think is pretty cool; it harkens to the earlier PHB2 back in 3.5 and maybe even to some Unearthed Arcana like stuff. I'll be waiting to see that book come out next year.
I would love to get a hold of Santa from Customer Service. Who wouldn't want to just make him a regular villain in their games? I know i would.