Most of the customer service representatives know very little about Sprint policies. You will stand in line to have them give you best guesses.
I recently took advantage of the $150 mail in rebate for a new phone. The rebate was printed on the back of the receipt, yet somehow Sprint claimed they only received the rebate and no receipt. Turning over receipt shaped rebates is apparently beyond them! Long story short, I asked one of the reps in the store to fax over a copy of the receipt and it turned into a 3-month ordeal. My rebate sent in January was finally received in June.