My calls to customer service usually get answered in about five minutes or less. As with all communications companies, Sprint has difficulty keeping knowledgable agents. They are trained to tell you the stock answer, and that may not solve your problem or answer your question. It might be better to hang up and try again. Sprint offers almost 30 different phones.
Some carriers only offer two or three.
Unlike other carriers, you can buy a new Sprint phone every month if you wanted. I don't, but I would be unhappy if I had to keep my last two phones for a year. They're pretty inflexible about this, such as if you and your wife wanted to exchange phones but each keep your same numbers. When I am roaming, my Sprint phone looks for roaming cellular service wherever it can find it. Sprint takes care of all the roamiing billing, and the charges will be predictable.