i think i reached my limit. this it another email received.

Dear Mr. Brown,

Thank you for your reply.

As mentioned in the previous e-mail, the account is not eligible for the
handset upgrade. However, looking at the inconvenience you are facing
with the handset, we have offered a $100.00 credit on the new handset.
This is the maximum credit that we can offer from our end. You can reply
to this e-mail after activating the new handset, we apply the credit of
$100.00 on the account.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Brad K.
Customer Service Specialist
Sprint