Sounds like the floor was not level before the tile was installed. That could account for the cracked tile and "hollow" spots you observe. I'm not sure covering the tile would correct the problem, since it sounds like you don't have a solid base to set it on. You could try replacing the cracked and "hollow" tiles. You would have to build the support beneath them to assure they are level. If the level is not to bad use additioanl thinset, otherwise I'd talk to tile expert. I would also suggest you talk to the person who did the original job. Ask them to make it right.
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