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Chinese fans of the South Korean boy band EXO were disappointed at the Saturday concert when the band members sang only five out of 10 songs the promotional posters for the event promised. The band also stayed on the stage for only 30 minutes and did not interact with the fans. There was also no interpreter.

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To appease the angry fans of EXO, Gong Tinghai, the chief executive of a Chinese company that co-organized the event, Beijing Haisong International Century Culture Media Inc., apologized on his Weibo account to the followers of the boy band. Gong also offered to refund their tickets, reported Shanghai Daily.

Tickets for the concerts cost 4,000 to 6,000 yuan ($600 to $900), according to Kpopstarz.

However, there is a catch to Gong’s refund offer. Fans must go to an office in Shanghai and collect the refund. He advised the disappointed fans to present a valid receipt from March 31 through April 14, from 10 a.m. to 6 p.m. at Room 2510, No. 420 Jiangning Road, Shanghai.

EXO was supposed to the main performers at the concert, held at Shanghai Museum, and sing 10 songs. Another Korean group, the guest performers, were supposed to perform four more songs.

The organizers could not explain why EXO did not sing 10 songs. Event companies which fail to meet the obligations as organizers have been threatened by Shanghai’s culture administration of being blacklisted. Haison’s co-organizer for the EXO concert was the Shanghai Xinyuhou Culture and Sports Information Co.