Acronis Doesn't Save All Files and Folders

I thought I was backing up my complete hard drive along with changes made on a daily basis with NonStop Backup. Then recently my computer crashed. I then tried to restore my hard drive. What I found out was that Acronis did save most directories but not all. Acronis also saved most files but not all. Acronis does not seem to be a completely reliable backup system. I contacted customer service but they refused to help me since it was an older version, all they wanted to do was to sell me an upgrade. Why would I pay for an upgrade when I have lost confidence Acronis will back up ALL my folders and files. I told them that before I could upgrade I needed to regain confidence the software works 100%. Customer service refused to help. So with my experience, Acronis it is not a reliable backup and customer service is not interested in working with me to regain confidence in their product.