The ability to speak in Japanese provides a lesser experience than an inability to speak Japanese? That sounds entirely fishy. It makes me think there must be more to the interaction because it’s something I’ve never experienced having dealt with people here as an employee of a large company for the past several decades. It sounds as if the person with whom you dealt may have been too new or not experienced enough but certainly training would have been completed to an extent that would’ve allowed them to perform the job otherwise they wouldn’t have been in the position. With adequate knowledge of the country and the training methodology it would’ve been entirely correct to ask to speak with the person’s direct supervisor and if necessary their supervisor. Moving up the food chain in a Japanese organization often yields better results and is not seen as incorrect because it allows the organization to bring more experience to bear on any given situation. Hopefully that will give assistance in future interactions.