If he's truly averaging 38.4 kWh/100 miles then his range is 220 miles. Perhaps there's a problem with his battery and he doesn't have the full 84.7 kW capacity?
You are not going to get much more than 220 miles at an average speed in stop and go of 12 mph. For sitting parked for extended periods in the summer, his number is about right.
There is a lot of debate how a battery should be measured. Depending on how you measure it, the I-Pace has 82, 84.7, or 90.x kWh.
One of the updates froze our Range Estimator at 201 miles. This was probably due to complaints by people who don't understand range estimators, cars, or EVs.
I had my car updated, and now when I charge to 100%, it always says 201 miles. So it now mimics a Tesla, basically a Voltage Meter. "IF TBvolts > 453 THEN EVrange = 201". That first mile down to 200 could be as far as 5 miles sometimes, or as short as backing out of my driveway.
This has NOTHING to do with the range and everything to do with making customers happy who are not good with math or science.
There is NO range in a battery or gas tank. There is capacity, but not miles. Ever. Everything is an estimate. You can do a 'dumb' estimate, or a 'learned estimate'. I-Paces originally had a learned estimate. So if you normally drive 55 mph to work, no congestion, flat ground, it would say 260 miles with a 100% charge. If I drive through hills at 85 mph, it will say 190 miles instead. The beauty is this will correct for tires, seasons, the weight of your foot, etc. The Voltmeter cannot.
Many Tesla owners swear by the Voltmeter. Since I used to do a lot of heavy towing, I hated 'dumb' meters. I want to know my REAL range, not a fixed number. In 2004 my truck had an excellent grasp on it's range. When you are towing 13,000 lbs, your range is tragically bad. Having a good estimator saved time since I could run below 1/4 tank with safety.