If it isn't clean and well lubed / I would certainly do that first ....
What was the velocity of the shells he was using ? I have a couple of Benelli Super Sports - and they cycle anything as long as its over 1200 fps / so I keep my reloads around 1225 fps so I won't have any issues.
I don't see that many Franchi's around / but I do see quite a few Stoegers with a lot of feeding issues ....and very few Benelli's with any feeding issues...so I don't know what to say. I suppose it could be ammo related / or maybe there is a burr developing on some part of the action ..../or dirty or not lubed properly ...
I've been real happy with my Benelli Super Sports ( one in 12ga / one in 20ga ) and 6 or 7 of my buddies have the same model ( most at least 2 yrs old ) ....and none of us are having any issues. My 12ga Benelli is about 5 yrs old now ....and easily 10,000 shells thru it ....even though its not my primary gun / I shoot it quite a bit - and I run Rem STS reloads thru it almost exclusively ...and for throw away shells I shoot the RIO, 1oz, sporting loads, the blue hulls ...that I think are around 1210 fps and they've never been a problem either.....
all I can say is clean, lube it ---and try some different shells, see if it matters. Clean and check the mag tube / pull the trigger group / feel for some burrs or something that doesn't feel right ....compare it to another gun that is working better maybe ...if a buddy has one ...