Call Centre staff get paid peanuts (I know as I work for a large insurance company which has multiple brands that all of you would know of) and if they were offered a time and a half to follow a script they would jump at the chance. That is why it worries me more because the staff themselves wouldn't have said no, so it implies that it wasn't offered from the top.
Anyways, I know I am going to miss the size (that is what she said) and the stylus, but I think we are all going to have to just suck it up. There isn't anything we can do other than refuse to return the Note 7. Funnily enough I did ask Samsung if the return was mandatory and they didn't give me a straight answer... they advised me that I was recommended to power it off but didn't really comment when I asked what would happened if I ignored the recommendation.