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.