What's the PAP? A layout means nothing without a relative reference.

We need more info like Dizzy said. His pap is needed to be precise. But I'll give you a general idea.

Depending on the lane condition, the ball is probably hooking too early. The cover is designed to roll early, and depending on his pap, the pin may be too far from his pap to flare enough to get into the oil. Has he tried moving left to catch more head oil?

Personally, I'd assume (with no exotic PAP as reference) that the ball hooks not too much and rolls very early and smoothly, with no clearly visible break point, due to the pin under the fingers and the swung-out PSA - on a suitable lane condition, of course. IMHO, the reaction your friend sees is what I'd expect from this layout at first sight.

With no weight hole, that ball is going to be really smooth typically.  When you put the ball under the fingers; you typically take away some flare potential.  If he wants to get more hook down lane, he could plug the ball and put the pin above the fingers to help create more flare potential.  Knowing the PAP is everything though.