Dell Backup and Recovery Program

I purchase Dell OptiPlex computers for my company and create backup disc's using the Dell Backup and Recovery program included with the computers. All of the system backups complete fine. However, I decided to try a restore on a new computer to make sure everything worked OK. What I found was that the Dell Recovery does not recognize the backups and always defaults to the factory backup. In working with Dell support they have informed me that they do not support the Dell Backup and Recovery program. I do not understand why Dell would include this program on their computers but not support it. I have tried numerous times to contact someone at Dell to explain this to me but I have been unsuccessful. I am hoping that someone can direct me to the right department/person to get some answers.