Ah, my bad, I was speaking about when conversing completely in Japanese. Maybe they react differently / have different expectations when they are writing / spea

Ah, my bad, I was speaking about when conversing completely in Japanese. Maybe they react differently / have different expectations when they are writing / speaking English. From my experience, when speaking in Japanese, they are quite strict (if you are not a customer of course, in this case they would hide their feeling) about not adding "-san" to their given name, when they allow you to use the bare given name. In the story you relate, in this email in English, was it the given name that was used, or the family name?