Itunes Video problems

I have Windows 2000 with the update version of Itunes and Ipod Update. The videos I have show up in the Itunes library, but I can't get them on the Ipod. The videos came from the Itunes stores (an episode of "Lost"), but when I go to Ipod options, everything in the "Video" tab is greyed out where I can't change anything. I've been trying to fix this for days with no results. No one at Apple tech support has been able to help ,e I'm about to give up and take this thing back for a refund. Help!!