Spartans_08, thanks for posting and I understand your frustration.
When you purchase a device online, it must be exchanged the same way. If you purchase a device in the store, it must be exchanged in the store. This is an inventory and tracking concern. This policy exists with other carriers as well.
I would be fine with that. The problem is that were able to exchange my device that I got from the same store at the same time as hers over the phone. I don't understand how that can exchange one over the phone and not the other.
Spartans_08, if I am understanding correctly, your device was given to you, in your hands, in the store--correct? If so, your device can be exchanged in store, because it came from a store's inventory. Even though the call was placed in the store for your wife's phone, your wife's phone wasn't taken from a store's physical inventory. It was taken from inventory at the warehouse which is where all online orders come from. Therefore, it also must be exchanged from the warehouse's inventory.
Same thing happened to me and a friend of mine. And now they won't exchange my phone. Had I known it would be so bad, I would have never switched.