You were probably outside the exchange date for a new device. The one they gave you is typically "new or equal to new" IE: Refurbished. My guess is new though since they haven't had time to even get any refurb units in.When I replaced my device at Apple, my replacement device has same issue...however the IPhone 11 Pro they exchanged with me didn’t come in a retail box. It was a plain brown box from what I remember. Was I given a new device? Is that how a normal exchange is handled?