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I work for Coby technical support. Our customer service phone number is 1-800-727-3592.
The unit with the cracked screen cannot be fixed or replaced. Physical damage will prevent even an out of warranty replacement. The other player that has a problem with the sound can be replaced out of warranty for $31. The warranty on the unit is 90 days from the date of purchase. You will need the receipt for a warranty exchange.
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sounds like you need a new screen, go to an apple shop and if it is still under warranty you may get it fixed for free. It sounds like it might be cracked. call Apple about this and get their advice, if it is more than two years old without warranty, I would get a new one
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Main support number 1-800-275-2273
The only solution for a cracked screen is to replace it, once the screen cracks the LCD is no longer good. If the player is still under warranty see if it's covered if not you can try to replace the screen yourself, but that is usually risky and the screen alone is going to be expensive, best advice is to replace the player and try to be more careful, sorry.
I am sorry to hear about your Insignia® Pilot MP3 player's cracked screen. Unfortunately cracked screens are considered to be physical damage and are not covered by the manufacturer's limited warranty nor by any Best Buy™ performance service plan or product replacement plans.
The MP3 player may still be serviceable but you would have to pay for the cost of repair. Your local Best Buy store can help you by sending the unit out for an estimate. However, my experience with these kinds of repairs is that they can often come close or exceed the cost of a comparable replacement item. It may make more economic sense to simply purchase a new MP3 player.