You can try - turn off all battery monitoring and then Power off, charge for approx 30 mins. with battery in and power pack connected Turn laptop on and re-enable monitoring and check status. SEE if % charged has changed.
The charge circuit is in the laptop. A typical li-ion battery is 10.9 volts, the power pack is generally rated at 19 V @ 4 Amps.
To find out if the problem is the laptop or the Battery you would have to put a new battery in. To verify the charging circuit is working, you would leave the system on for at least and hour on battery mode. Then check to see (1) if the battery will charge and (2) how long does it take to recharge, If it does not charge, or charges much to fast (Don't know what is too fast), or the battery get too hot - the problem is the charging circuit.
Charging:
The charging circuit should limit the voltage to approx 12 V (10% greater than the rated voltage and charging current chould not exceed 3.2 Amps ( rated output current for the battery pack x 0.8). Normally the charge current will only be about 2 Amps to 3 Amps and tapper off as the battery approaches 100 % charge. At 100 % charge the current should drop to approx 100 -> 200 milliAmps or cut off.
Li-ion battery (for a 6 cell pack @ 10.9 V):
2 sets of 3 cells connected in series connected in parallel. Each cell approx 3.6 V, 3 x 3.6 = 10.8V. The two sets are connected in parallel for current.
If you have a DVM you could measure the battery voltage. If the voltage is below 7.5 V the battery can not be recharged with the normal charging circuit. A reading of 7.3 could olso indicate that one cell in the battery pac has shorted out.
If nothing to lose ( can not return battery for a refund) and as a LAST RESORT. you could short the battery out - CAUTION JUST SHORT FOR LIKE 1/2 SECOND, leaving the short on for longer like 5 secs could cause the back to explode!!!