I used both Sprite and Spb back ups extensively and everyone around here will assure you that Spb is the way to go. They both have trials so go ahead and test them out. Both will allow you to extract files from the backups,chose what to back up and where,schedule automatic BU....Good luck
As to the rep,he/she most likely didn't have a clue what BU was, it is understandable. Next time teach him/her a bit in a friendly way. It is all good.