I can no longer properly sync info from iPod to iTunes.  Did iTunes change?

I have always been able to sync my iPod to iTunes.  It updated number of plays, date last played, ratings, etc. from the iPod to iTunes.
I can no longer do this.  I was on the phone with Apple Support for over an hour...kept getting put on hold while the technician searched for answers...and finally a "senior advisor" told me that it's impossible for information like this to be transferred from the iPod to iTunes.  They're on "different" counting systems.  This is amazing to me, because it's worked beautifully for years, but now this won't work.  Information will transfer from iTunes to iPod, but not from iPod to iTunes.
I don't understand what happened.

The "expert" is wrong, partially.  You must be using automatic syncing in order for iTunes to keep the "supporting data" (such as ratings and playcount) in sync.  With automatic syncing, it is iTunes's  "job" to keep the iTunes library on the computer "in sync" with the library on the iPod.  You tell iTunes to replicate either the entire iTunes library on the iPod (if it will fit) or a defined subset of the iTunes library on iPod, and iTunes keeps all data for that media content in sync between iTunes library and iPod.
However, if you use the manual method to load content (drag and drop items on the iPod in iTunes), with the Manually manage music (and videos) setting on the iPod's Summary screen, THEN the iTunes library on the Mac is separate from the library on the iPod.  iTunes just loads the media files on the iPod and then "forgets" about it.  You can delete songs on the computer, and they stay on the iPod because iTunes doesn't care.  In this case, iTunes also does not care about the supporting data, so things like ratings and playcount are not synced back to the Mac.  Afterall, that song on the iPod may not even exist in the iTunes library anymore.  It's possible that NONE of the song on the iPod are in the computer's iTunes library.

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